In a life threatening emergency dial Triple Zero (000)

In a life threatening emergency dial Triple Zero (000)
ACT Public Hospitals

Canberra Hospital

5124 0000


Calvary Hospital

6201 6111

Mental Health

Call Mental Health Triage on

1800 629 354

(free call except from mobiles or public phones) or

6205 1065

Poisons Hotline

For a poison emergency in Australia call

131126

Drug and Alcohol Help Line

The Drug and Alcohol Help Line is available 24-hours, 7 days a week on

5124 9977

Health Protection Service

For after hours urgent public health matters including environmental health, radiation safety, food poisoning and communicable disease management phone:

(02) 6205 1700

healthdirect

24 hour health advice

1800 022 222

ACT State Emergency Service

Emergency help
during flood or storms

132 500

Compliments and Complaints


By listening to feedback from our clients we can improve our services. We want to hear your views and experiences. You may wish to forward positive feedback or a compliment when you have received good service provided to you or your family. It is helpful to hear when we do things well to assist us in maintaining quality services.

You can use this guide to send us comments, compliments, concerns and complaints in the following ways:

We define a complaint as an expression of negative feedback or dissatisfaction with the services provided by, or on behalf of, the Community Services Directorate (CSD).
Clients and community members have the right to provide feedback on services, ask for explanations or make complaints.
You have a right to complain if you are:

You can expect to:

Your Complaint will be managed in accordance to the Complaints Policy

If someone complains on your behalf, we will ask for a written confirmation from you telling us that they are acting on your behalf and why. Children and Young People will be responded to in accordance with the Complaints Policy. No matter how you complain, by phone, email or letter, your complaint will receive the attention required.

Some clients prefer to make a written complaint so they can keep a copy.

Responding to your complaint is usually best resolved by talking to the person in the area who provides the service or has made the decisions concerning you or your family.

If you are dissatisfied after this you can talk to the team leader or manager or ask to be referred to the Business Units complaint area.

The complaint area will try to clarify the issues of your complaint, the main concerns you want us to look into and the expectations you have with regard to the complaint issues raised and the outcome you are seeking.

We will usually offer to sort out the complaint informally within the Business Unit first by looking into the matter, discussing it with you and doing what we can to resolve the problem.

Some people choose an informal approach which can sometimes be a better and quicker way of addressing the issues. It does not mean that the complaint is taken less seriously. Please let us know at the beginning if you wish to make an informal or formal complaint as this will determine if a formal response is required.

We encourage you to try and address your complaint informally but if you feel this is inappropriate please advise a formal complaint and response is required.

We will always attempt to resolve complaint issues within the Business Unit first prior to referring for an independent review.

If you choose to lodge a formal complaint you can expect the following:-

Parents and families can provide feedback or raise a complaint regarding services provided by Child and Youth Protection Services, or one of our partners, in connection to your child in care through the Parents and Families: Feedback and raising concerns guide.

Complaint management and feedback guide, Policy and Procedures Manual [PDF 467KB] provides an outline of the processes relating to complaints management. It provides a framework that promotes a consistent approach to dealing with, and resolving complaints across the range of Business Units in the Directorate.

CYPS, Uniting and ACT Together joint complaints framework have a number of documents which outline the process for receiving, investigating and responding to complaints. This framework complements existing complaints management policies for CYPS, Uniting and ACT Together.

Joint Complaints Process Guidelines
Compliments and Complaints Factsheet
Joint Complaint Process Flowchart

Escalation of your complaint, if you are dissatisfied with the outcome, can be done through a number of options. These include:-

If you believe a formal decision made by the Directorate is not correct you can ask for this decision to be reviewed by the relevant ACT External Review Agency.

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