About this resource
A clear complaint is more likely to be resolved. This template helps people describe what happened, its impact, what they want to happen and by when, with guidance on keeping copies and where to go next if the complaint is not resolved, such as an ombudsman or commission.
Purpose
To help people make clear, effective complaints.
Who it is for
Primary profession: Social workers. Also relevant for community services and case workers, disability support workers.
Client or participant group: Clients making complaints about services, and the social workers supporting them.
Practice setting: Health, housing, income support, disability and community contexts.
Suggested uses
- Supporting client complaints
- Self-advocacy
- Service quality issues
- Following unresolved concerns
Instructions for practitioners
- Support the client to use their own words.
- Help keep the letter factual and specific.
- Note the organisation's complaint process and timeframes.
- Identify external complaint bodies if needed.
Instructions for clients or participants
- Fill in the gaps.
- Keep a copy.
- Write down the date you sent it.
Accessibility considerations
Workers can scribe. Interpreters can support.
Scope and limitations
A template. It is not legal advice.
Research basis
Human rights frameworks and research on the dignity of risk support people's right to make their own choices, including choices that involve some risk.
- Ibrahim, J. E., & Davis, M. (2013). Impediments to applying the ‘dignity of risk’ principle in residential aged care services. Australasian Journal on Ageing, 32(3), 188–193. https://doi.org/10.1111/ajag.12014
- United Nations. (2006). Convention on the Rights of Persons with Disabilities. https://www.ohchr.org/en/instruments-mechanisms/instruments/convention-rights-persons-disabilities
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
