Feedback

Feedback and Complaints

We at Focus ACT would like to hear from you. We welcome all feedback and complaints and we will use it to help us improve our services. If you are happy or not satisfied with the service you received or you have any concerns, please let us know.

Information provided by you will be handled in accordance with Focus ACT’s Privacy Policy Statement: Focus Privacy Policy

What is a complaint?

It is an expression of dissatisfaction made to or about our organisation, related to our services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

What can I complain about?

  • Breach of Focus Code of Conduct
  • Our standard of service
  • Discrimination
  • Staff member attitude / treatment to clients
  • Failure to action on your request / enquiries
  • Failure to provide service
  • Focus policies/procedures

You are always welcome to raise any concerns aside from the list stated. If Focus is unable to deal with any part of your complaint, we will inform you as soon as possible and refer you to the appropriate person/organisation.

How do I raise a complaint?

You have different options in raising your concerns:

  1. In person : Focus Office – 32 Thesiger Court Deakin ACT 2600
  2. Via the online Feedback and Complaints Form below
  3. Email: feedbackandcomplaints@focusact.org
  4. Phone: 6282 9422
  5. Accessing Client/Guardian Portal: focus-point.org

A complainant has the option to have a support person present. It could be a friend, a relative or an advocate.

The complaint must include the following:

  • Complainant’s full name and contact details, including preferred method of contact
  • Summary of events that lead to the complaint
  • Supporting evidence including documentations if available
  • The outcome that you are seeking

Anonymous complaints

Focus accepts anonymous complaints and will carry out an investigation of the issues raised when there is enough information provided.

What will happen after I make
the complaint?

Focus management aims to resolve complaints as quickly as possible. As an initial step, we will attempt to resolve a complaint informally.

If the issue is not resolved, we will escalate it as a formal complaint and will follow the Focus feedback and complaints handling procedure: (see steps below )

Focus’ Feedback and Complaint Handling Procedure

If the complainant is dissatisfied with the outcome of Focus ACT’s review of their complaint, they may seek an external review of our decision with other external agencies such as the following:

  • NDIS Quality and Safeguards Commission: ndiscommission.gov.au/about/complaints
  • A complaint connected with NDIS funded supports or services provided by Focus can
    be raised with the Commission. A person does not have to raise the complaint
    with Focus before approaching the Commission.
  • Fair Work: fairwork.gov.au
  • ACT Civil and Administrative Tribunal (ACAT): Phone: 6207 1740;
    Email: tribunal@act.gov.au
  • ACT Housing Registrar, Community Services Directorate. Phone: 6205 5202)
  • National Regulatory System Community Housing: nrsch.gov.au

For further assistance, you may also contact the following agencies:

If the complainant is dissatisfied with the outcome of Focus ACT’s review of their complaint, they may seek an external review of our decision with other external agencies such as the following:

Provide Feedback or a Complaint