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The Enquiry, Feedback and Complaints Unit (EFCU) makes sure complaints are handled quickly, fairly and with respect for your privacy. We value feedback from everyone because it helps us to improve our services.
If you are worried about retribution or being treated unfairly, EFCU will take steps to protect your privacy and make sure your complaint is heard.
When making a complaint, you can choose what feels safest and most comfortable for you — including asking for a caseworker who understands your cultural background, remaining anonymous, or deciding how much personal information to share.
You can make a complaint at any time. Many issues can be resolved by speaking with a staff member or manager first.
If that doesn’t feel safe or hasn’t resolved your concern, you can contact EFCU:
If you are Aboriginal, you can request an Aboriginal caseworker for culturally respectful support.
If you need an interpreter, contact the Translating and Interpreting Service on 131 450 and ask to be connected to our number.
If you are deaf, hard of hearing or have difficulty with speech, contact us through the National Relay Service.
We will take steps to ensure you are not treated unfairly or disadvantaged because you’ve made a complaint, either for yourself or on someone else’s behalf. Your feedback is important and safe with us.
We will do our best to try and resolve the complaint. We may:
EFCU is a dedicated unit that helps people raise questions, concerns and complaints. We aim to resolve most complaints within 20 working days.
When a complaint is received, EFCU staff listen to the issue and explain what will happen next. There are situations where the issue can be addressed quickly, depending on what is needed. If further action is required, the complaint is referred to the most appropriate person or business unit to provide a response.
EFCU and senior management will work with the relevant local office, district or business unit to make sure the complaint is reviewed fairly and respectfully.
EFCU can help with any issue related to child protection, including:
EFCU does not manage complaints about courts or tribunals and cannot change court decisions. Staff may be able to explain your options and help you find the right place to raise your concern.
Feedback is an important part of how DCJ improves the way it supports children, families and communities. The experiences people share help the department understand what is working well and where services need to change. This understanding guides improvements to communication, decision-making and how support is provided.
DCJ is committed to handling complaints in a way that respects your privacy. Only the people involved in responding to your complaint will have access to the information you provide.
If you have any concerns about how your information will be used or shared, please tell the person managing your complaint.
DCJ has released its first Complaint Management Policy Framework (PDF, 443.2 KB) dedicated to complaints related to child protection and out-of-home care. The framework sets out how these complaints must be managed across DCJ and its contracted service providers.
We’re changing how we work with Aboriginal communities to build better systems and work towards Closing the Gap. Learn more about this work
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