Consumers

Consumers

Preparation is Key

Before you speak with the service provider, have a think about what the service provider can do to solve your issue. Would you prefer them to reconsider a decision, add information, provide the service again, or complete a service which has already begun? It may be that you just want an apology, or want to be sure that a service provider has heard and understood your concerns. It helps to have your ideal outcome in mind before you begin.

Making Your Complaint with the Service Provider

It is best to take action as soon as you can after the incident or concern arises. When you mention the issue to the service provider, be as specific as possible. It helps to write down the date and time of the incident, where it happened, the names of the people involved, and what happened during the conversation. Set a positive tone for the conversation by being as calm and clear as possible, outline the outcome you want or what you want the service provider to do. At the end of the discussion, ask the provider for a date when you can expect a response. Make sure they have your current telephone number, email address, or mailing address so they can get back to you.

What to Expect

  • You should feel like your complaint is being taken seriously
  • You should know who will contact you about your complaint and when they will contact you
  • You should have your complaint responded to within a reasonable timeframe – approximately 30 days
  • You should be kept up to date on progress regularly if your complaint takes more than 30 days to resolve.

If the provider does not respond, or you are not happy with the response you receive, the next step is to lodge a complaint with us – click here to Lodge a Complaint.

Unsure or Need Advice?

Call the HCSCC Enquiry Service between 9am and 5pm Monday to Friday on 8226 8666 or click here.
We will do our very best to help resolve your issues.

Who Can I Complain About?

You can complain about Health and Community Services provided in South Australia. You may complain yourself or you can designate someone you trust to make the complaint for you.

What Can I Complain About?

You may complain if:

  • Services were refused
  • Services were not completed on time
  • Services were inappropriate for you for some other reason (for example, you have a disability or your cultural needs were not taken into account)
  • Services were delivered inadequately, negligently, or if significant errors were made during their delivery
  • The service provider treated you in a rude or disrespectful manner
  • Abusive treatment, whether physical, verbal, or sexual
  • The care provider failed to respect your rights.

Are There Exceptions?

Yes. We cannot process complaints about:

  • Most incidents that happened over two years ago
  • Court decisions or notifiers
  • A matter that is currently being decided by a court
  • A complaint that has already been decided under the law
  • A death, once the Coroner has started an inquest
  • Actions of Government Ministers or Politicians
  • Most matters related to housing
  • Food handling or food safety in shops or restaurants
  • Environmental health issues
  • Employment disputes

If we cannot help you with your complaint, we will try our best to refer you to alternative services which can help you.

Make a Complaint