Accessible Diversity Services Initiative Limited (ADS) aims to provide the highest possible standard of service to its clients, however, we know that sometimes we miss the mark, and when we do we want to hear about it.

Any person or organisation using our services or affected by its operations has the right to complain. Feedback and complaints from clients are a valuable tool for ADSI that will be used to monitor and improve our service delivery.

We aim to provide a  user friendly complaints handling system and to deal with complaints fairly, promptly, confidentially and without retribution.

We ensure that everyone on our team from our Board to our volunteers are given information about our complaints process during their induction.

Complaints can be made by yourself, a friend or family member, or someone else that you choose to represent you.  You do not have to be a current client or team member of ADSI to make a complaint.

We  acknowledge all complaints recieved by our organisation within 5 working days.   At that point we will let you know the steps we are taking to investigate the matter and in what timeframe you can expect a response, although we work to resolve all complaints within 15 working days.

If you have any concerns about our complaint process or the way in which a complaint has been handled you are welcome to get in touch with our ceo by email at ceo@adsi.org.au

How to make a complaint

Should you wish to make a complaint you can do one of the following:

• Phone our office and request to speak to one of our team
• Come into our office and ask to speak to one of our team
• Clients with limited English proficiency or other impairment are encouraged to use the Service User Complaint Form – Simplified Version.
• Other clients may use the Service User Compliant Form – Standard Version to provide as many details as possible as this makes it easier for us to effectively handle your complaint.
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All complaints may be sent to us by

• Email: info@adsi.org.au
• Post: PO Box 788, Auburn NSW 1835
• In Person: 17 Macquarie Road, Auburn NSW 2144

You can download and fill in the complaint form, use the online form below, or request a physical copy from our office:

User Complaint – Simplified Version	[User Complaint – Simplified Version]
User Complaint – Standard Version	[User Complaint – Standard Version]

Please let us know if you would prefer to submit a complaint in another language and we can organise that for you.