Complaints (And Compliments)

CODA welcomes feedback!

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

  • * verbally
  • * in person
  • * in writing
  • * 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 This email address is being protected from spambots. You need JavaScript enabled to view it.. Or you may use the online message system available via this website.

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:

  • * racism
  • * discrimination
  • * 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:

  • * NDIS Clients/Carers or Advocates can contact the NDIS Quality and Safeguards Commission on 1800 035 544
  • * 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.

CODA How To Make A Complaint (.docx 90kb)

CODA How To Make A Complaint (.pdf 956kb)

 

CODA also has a Policy on complaints.  If you would like to read it, you can download it here.

Making and Managing Complaints Policy and Procedure (.docx 40kb)

Making and Managing Complaints Policy and Procedure (.pdf 264kb)

 

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
  • Phone: (03) 5232 1009

https://www.coras.com.au/

The Disability Services Commissioner

  • Complaints - 1800 677 342 (Free Call)
  • General Enquiries - 1300 728 187 (Local Call)
  • TTY - 1300 726 563
  • Level 30, 570 Bourke Street 
  • MELBOURNE VIC 3000

Office of the Public Advocate (including Community Visitors)

1300 309 337

Health Services Commissioner

1800 136 066

Australian National Disability Abuse and Neglect Hotline

1800 880 052

Villamanta Legal Service

  • 44 Bellarine St.
  • GEELONG VIC 3220
  • Phone: (03) 5229 2925 or 1800 014 111

Victorian Civil & Administrative Tribunal

  • 55 King St
  • MELBOURNE
  • 1800 133 055

Equal Opportunities Commission

  • Level 3 / 380 Lonsdale Street
  • MELBOURNE VIC 3000
  • 1800 134 142