Ostara Australia acknowledges that a sound complaints management system provides valuable feedback and opportunties for service improvement. The following is the procedure job seekers should follow should they wish to raise a complaint. 

If you have a complaint about the Disability Employment Service you are receiving or about a member of staff or have another issue, it is always a good idea to first try and talk to the person concerned about your complaint or issue.

If this is not possible or you do not wish to talk to them, then ask to speak to the Manager/ Complaints Officer. You can do this in person in a meeting, by telephone or in writing.

If you are writing your complaint and need assistance to do so, ask a staff member to help you.

If you wish to have a support person or an advocate present, then you may do so.

If you wish to have an advocate present but do not have one, ask the Manager/ Complaints Officer who will provide information about services available to you.

If you wish to have a friend, relative or independent witness to assist with processing your complaint, you may do so.

The Complaints Officer will make a written register of your complaint, and you will be given a copy.

Your complaint will be discussed between you, your support person or advocate (if you have one), and the Complaints Officer, who will work with you to try and resolve the issue.

The Complaints Officer will let you know when an outcome will be known, and will contact you at that time and let you know the outcome of investigations or further discussions.

If you are not satisfied with the actions or management of your complaint by the staff at the site, then at any time during the process you may contact the National Head Office yourself.

National Head Office:  ph 1300 656 294

You are also able to contact the following agencies at any time with your concerns:

Complaints Resolution and Referral Service (CRRS): ph 1800 880 052

DEEWR Customer Feedback Line: ph 1800 805 265