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Statistical data 2017–18

Disability services

Issues in complaints about disability services received in 2017–18

Note: each complaint may have more than one issue.

Program area Disability accommodation Disability support
IssueFormalInformalFormalInformalTotal
Access to service 14 6 24 15 59
Adult PWD abuse/neglect in community (home) 3 7 10 19 39
Adult PWD abuse/neglect in supported accommodation SOA not empolyee or client 3 1 0 3 7
Allowances/payments 2 2 9 13 26
Case management 7 4 8 15 34
Case planning 2 2 1 2 7
Casework 1 1 3 3 8
Charges/fees 1 0 14 10 25
Client choice, dignity, participation 3 2 5 7 17
Client finances & property 1 1 1 3 6
Client rights 0 0 7 5 12
Client to client abuse/assault 13 6 8 5 32
Complaints 7 15 20 24 66
Customer service 9 14 37 62 122
Information management 4 5 3 11 23
Investigation 7 3 4 3 17
Meeting individual needs 30 22 14 18 84
Not applicable 0 1 1 7 9
Not in jurisdiction 8 6 102 23 139
Object to decision 2 3 5 4 14
Policy/procedure/law 1 1 1 3 6
Professional conduct/misconduct 13 3 23 11 50
Safety 6 4 2 7 19
Service funding, licensing, monitoring 4 2 2 9 17
Service management 12 9 5 18 44
Staff to client abuse/neglect 24 10 22 10 66
Unexplained Serious Injury of service receiver 3 0 1 0 4
Total180130332310952

Formal complaints finalised about disability services in 2017–18

  Disability accommodation
services
Disability support
services
Total
Complaints declined at outset 51 174 225
Service improvement comments or suggestions to agency 7 13 20
Referred to agency concerned or other body for investigation 1 0 1
Direct investigation 0 0 0
Complaints resolved after enquiries 96 81 177
Complaints resolved by agency prior to contact 39 39 78
Complaints consolidated into another complaint 7 7 14
Complaints referred to agency for local resolution 3 5 8
Complaints conciliated/mediated 0 0 0
Total204319523

Top five issue categories in complaints about disability services received in 2017–18 - by sub issue

 FormalInformal
  Disability accommodation
services
Disability support
services
Total Disability accommodation
services
Disability support
services
Total
Access to service14243861521
Entry 1 6 7 1 7 8
Exit 13 18 31 5 8 13
Complaints7 20 27 15 24 39
Adequacy of advice 0 2 2 1 4 5
Complaint system - inadequate 1 1 2 2 3 5
Delay 2 1 3 2 7 9
Failure to implement agreements 0 1 1 0 0 0
Failure to reply/inform 3 8 11 5 4 9
Inaction 1 3 4 4 3 7
Process 0 2 2 0 0 0
Systemic action - none/inadequate 0 0 0 1 1 2
Wrong decision 0 2 2 0 2 2
Customer service9 37 46 14 62 76
Delay 1 7 8 0 4 4
Failure to reply 0 3 3 1 8 9
Failure to respond/follow-up 0 2 2 0 0 0
Inaction 1 1 2 0 7 7
Inconsistent treatment 0 0 0 3 1 4
Poor communication 0 1 1 0 0 0
Poor/inadequate service 6 17 23 7 39 46
Rude or inappropriate behaviour of service provider 0 3 3 0 1 1
Rudeness/inappropriate behaviour 1 3 4 3 2 5
Meeting individual needs301444221840
Accommodation/care placement - inadequate 6 1 7 6 3 9
Advocacy 0 0 0 0 1 1
Community access/participation 4 1 5 1 1 2
Dignity 0 0 0 0 2 2
Education 0 1 1 0 0 0
Emotional/social development 1 0 1 1 1 2
Funding - inadequate 0 1 1 1 1 2
Funding - not available 0 1 1 1 0 1
Health care 6 2 8 4 2 6
Human rights 1 0 1 0 0 0
Hygiene 1 4 5 0 0 0
Medical care 3 1 4 2 2 4
Medication 1 0 1 0 0 0
Nutrition - quantity, quality, variety of meals 3 0 3 1 0 1
Nutrition - special dietary needs 0 0 0 1 1 2
Physical environment - inadequate basic amenities tall 1 1 2 2 1 3
Physical environment - not home like 1 0 1 0 0 0
Privacy 1 0 1 1 1 2
Social/recreational 1 1 2 1 2 3
Staff to client abuse/neglect242246101020
Ill-Treatment 6 3 9 3 1 4
Investigation 1 0 1 1 0 1
Management 1 1 2 0 2 2
Neglect 10 10 20 1 4 5
Physical abuse that is not a physical assault/not reportable incident 1 2 3 0 0 0
Physical assault 1 3 4 1 1 2
Response to incident 0 1 1 0 2 2
Sexual misconduct 2 1 3 3 0 3
Sexual offence 2 1 3 1 0 1
Grand total8411720167129 196