Complaints & (Compliments)
CODA welcomes feedback!
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Complaints are part of providing high quality supports to our clients. They help to measure client satisfaction.
They provide useful feedback to support continuous improvement of our services.
A complaint may be made:
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verbally
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in person
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in writing
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by an advocate.
CODA's Quality and Compliance Manager handles complaints.
You can contact the Quality and Compliance Manager to discuss any issues by ringing CODA’s office. (03) 5231 1573 or via email to coda@coda.org.au. Or you may use the online message system available via this website.
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An external mediator may be used during an investigation. Culturally sensitive advice will be sought by the Quality and Compliance Manager to resolve issues about:
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racism
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discrimination
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cultural abuse involving Aboriginal or Torres Strait Islander people.
If, after investigation, you feel the complaint has not been resolved. Or if the outcome is unsatisfactory, the matter can be referred:
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NDIS Clients/Carers or Advocates can contact the NDIS Quality and Safeguards Commission on 1800 035 544
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TAC Clients/Carers or Advocates can contact the commission on 1800 332 556
CODA Inc. maintains a complaints register and reports annually to the Disability Services Commissioner.
CODA has an easy read brochure on how to make a complaint:
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CODA also has a Policy on complaints. If you would like to read it, you can download it here:
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Complaints Assistance
The following are organisations that may be able to offer support if you need to make a complaint.
Colac Otway Regional Advocacy Service
50 Rae Street
COLAC VIC 3250
03 5232 1009
Health Services Commissioner
1800 136 066
The Disability Services Commissioner
Level 30, 570 Bourke Street
MELBOURNE VIC 3000
Complaints - 1800 677 342
Enquiries - 1300 728 7187
TTY - 1300 726 563
Australian National Disability Abuse and Neglect Hotline
1800 880 052
Office of the Public Advocate
1800 309 337
Villamanta Legal Service
44 Bellarine Street
GEELONG VIC 3220
03 522 2925 or
1800 014 111
Victorian Civil & Administrative Tribunal
55 King Street
MELBOURNE VIC 3000
1800 133 055
Equal Opportunities Commission
Level 3 / 380 Lonsdale Street
MELBOURNE VIC 3000
1800 134 142