Complaints and feedback to the Adult Safeguarding Unit
The Adult Safeguarding Unit aims to provide the best possible service; however, we understand that there may be times when people will want to provide feedback, make a complaint, or seek a review of a decision made. The Unit respects feedback and complaints and sees these as essential to reviewing and improving our practice and service. Under the legislation, decisions made by the Unit can be reviewed in certain circumstances.
We take complaints seriously and will deal with you concerns fairly, impartially and within a reasonable timeframe. If we are doing something well, we would also like to hear from you, and we will make sure that the relevant staff member receives your feedback.
If you have regular contact with an Adult Safeguarding Practitioner, it is recommended that you speak with them about your concerns in the first instance. You can call the Unit on 1800 372 310. The Adult Safeguarding Practitioner will listen to you and work with you to resolve your concerns, if possible.
What if I am still unhappy?
If you still have concerns following a discussion with an Adult Safeguarding Practitioner – or you do not feel comfortable discussing your concerns with that person, you may wish to make a formal complaint to the Director of the Adult Safeguarding Unit. If you can, it is good to put your complaint in writing.
How can I submit a complaint or provide feedback?
Email: ASUcomplaintsandfeedback@sa.gov.au
Post: Director, Adult Safeguarding Unit
PO Box 196
Rundle Mall SA 5000
In person: You are also able to make a complaint in person. If you would like to do this, please contact the Adult Safeguarding Unit on 1800 372 310 so a meeting time can be scheduled.
Alternatively, you can contact the Adult Safeguarding Unit on 1800 372 310 and advise you wish to make a formal complaint. You will then be contacted by the appropriate person for you to discuss your concerns.
What happens once I’ve submitted my complaint or feedback?
Within 5 business days you will receive written acknowledgment of receipt of your complaint. The Director of the Adult Safeguarding Unit will look into the concerns you have raised and provide you with a response in writing within 21 business days of receipt.
I submitted a complaint to the ASU and are unhappy with their response
If you are not satisfied with the response to a formal complaint made directly to the Adult Safeguarding Unit, you may contact the Health and Community Services Complaints Commission (HCSCC). The HCSCC is independent and assists people to try to resolve complaints about health and community services in South Australia.
HCSCC contact details are:
Email: info@hcscc.sa.gov.au
Phone: (08) 8226 8666 or 1800 232 007
Post: PO Box 199
Rundle Mall SA 5000
Internal review of a decision made by the Adult Safeguarding Unit
If you are unhappy with a decision made by the Adult Safeguarding Unit, you can request a review of that decision by the Chief Executive of the Department for Health and Wellbeing. To submit a request for a review of a decision, please download and submit the Adult Safeguarding Unit Internal Review Application Form (PDF 947KB).
Please note, an application for internal review must be made within 30 days after the day on which notice of the decisions was given to the applicant (or such longer time as the Chief Executive may allow).
Once an Internal Review Request form has been received by the Chief Executive, you will be notified of receipt, and you will receive a response within a reasonable timeframe. You may be contacted throughout this process for further information.
The Chief Executive will provide in writing the outcome of the internal review.
External review by Ombudsman
If you are dissatisfied with the outcome of the internal review, you can apply to the Ombudsman for an external review.
For more information, including how to lodge a request for an external review, please contact Ombudsman SA.
Webpage: www.ombudsman.sa.gov.au
Phone: (08) 8226 8699or Toll free 1800 182 150 (outside metro SA only)
Post: PO Box 3651
Rundle Mall SA 5000