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Complaints and disputes

You have the right to complain.
You can complain any time.

If you experience any problem with the advocacy service you receive from AFI, or are unhappy with the way you were treated, you have the right to raise a complaint.

AFI has a complaints and disputes procedure that is friendly and fair. If a problem does happen, we will work through it with you until it is resolved.

You will not get into trouble for raising a complaint with AFI. Your complaint is an opportunity for AFI to improve our service. Information on how to raise a complaint is provided in the AFI Client Information Handbook.

How to complain:

You have the right to complain at any time and have the problem fixed.
You also have the right to cancel your complaint at any time if you want to.
Advocacy for Inclusion will make sure that your complaint is resolved sensitively and fairly.

This means that:
• No-one should treat you unfairly if you complain.
• Your privacy will be protected.
• You can still ask for our advocacy support.

You can ask to speak to the Chief Executive Officer (CEO) of Advocacy for Inclusion about your complaint.
You can do this by:
Calling 02 6257 4005
or by sending us Feedback

If you do not want to complain to us, you can complain to the Complaints Resolution and Referral Service (CRRS).

Complaints Resolution and Referral Service (CRRS)

Job Access runs the Complaints Resolution and Referral Service (CRRS).
You can speak with CRRS about any concerns you may have about advocacy services funded by the Australian government.
The CRRS will help you understand your rights and improve your experience with an advocacy service.
The CRRS will:
• Listen and write down your complaint
• Ask your permission to talk to the advocacy service and any others that are involved
• Not take sides

How to Contact CRRS
The CRRS is open Monday to Friday, 9 am to 7 pm Australian Eastern Standard
Time (AEST) and Australian Eastern Daylight-Saving Time (AEDST), excluding
Australian national public holidays.

Call 1800 880 052 (toll-free)

Online: https://www.jobaccess.gov.au/contacts/online-complaint-form