Down Syndrome Victoria is committed to providing high quality services and meeting your needs. We value your feedback - including complaints. Please let us know what we do well and where we can improve our services.

If yes, please provide your details below: 

• directly with a staff member, either verbally or by submitting a completed Feedback, Compliments and Complaints Form;

• by email to info@dsav.asn.au;

• by phone on 1300 658 873;

• in writing to : Down Syndrome Victoria, 552 Victoria Crescent, North Melbourne, VIC 3051; or

• anonymously, through any of the above means

A complaint will be formally acknowledged within two working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement.

All feedback, compliments and complaints are used by Down Syndrome Victoria to continuously improve our service delivery.

If you feel a complaint has not been sufficiently or appropriately addressed,  you can seek further support from Down Syndrome Victoria's Chief Executive Officer or the President of DSV's Board, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commisssion

Online : www.ndiscommission.gov.au/about/complaints

Phone: 1800 035 544 (TTY on 133 677)

National Relay Service: ask for 1800 035 544

Australian Human Rights Commission

Online: www.humanrights.gov.au/complaints

Phone : 1300 656 419

The Victorian Equal Opportunity and Human Rights Commission (for complaints relating to human rights and discrimination):

Online: www.humanrights.vic.gov.au

Phone: 1300 292 153

Email: enquiries@veohrc.vic.gov.au

NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Consumer Affairs Victoria provides information and advice and, in cases, dispute resolution services for customer disputes under the ACL. In addition to Consumer Affairs Victoria, you can also contact the Australian and Investments Commission (ASIC) if you have concerns regarding consumer protection of your finances.

Document no. OP018             Version: 006

Issue Date: Aug 2024             Review Date: Aug 2026