Making contracting complaints to us
How our funded service providers can complain to us, and who they can contact.
What constitutes a contracting complaint?
A contracting complaint is an expression of dissatisfaction made to us, about us or a service provider, in relation to staff, services or handling of complaints, where a response or resolution is explicitly or implicitly expected or is legally required.*
Contracting complaints relate to matters concerning funded contract management. You can make contracting complaints to us about matters such as:
- the way your contract is being managed, and decisions made
- the quality, level and/or timeliness of communication and contracting support provided
- behaviour of our contracting staff
- failure to meet promises or commitments related to managing the contract
- the service delivery practices of another service provider funded by us, such as denying a client access to its services or of providing insufficient service.
A contracting complaint is not a matter that relates to services funded by another agency or that has another specific process for its management. The following aren't treated as contracting complaints:
- disputes
- allegations of misconduct
- issues arising during the negotiation of a contract with a service provider
- privacy complaints
- requests for information
- concerns, feedback and enquiries
- child protection-related complaints raising risk of harm concerns.
* This definition is adapted from the definition of a complaint in AS/NZS 100002:2014, and is based on and the definition used in the DCJ Complaints and Feedback Management Policy.