About this resource
Everyone has the right to complain when something is not right, whether at a shop, a health service, a landlord or a disability service. This Easy Read guide explains simple steps to make a complaint, who can help and what to do if the problem is not fixed.
Purpose
To build confidence in speaking up about problems with any service.
Who it is for
Primary profession: Disability support workers. Also relevant for NDIS providers and support coordinators, community services and case workers.
Client or participant group: Adults and young people with intellectual disability or low literacy.
Practice setting: Home, day programs and self-advocacy sessions.
Suggested uses
- Self-advocacy sessions
- Supporting a person with a real complaint
- Building independence
- Group programs
Instructions for practitioners
- Support the person to speak for themselves where possible.
- Help them plan what to say.
- Respect their decision about whether to complain.
- Connect with an advocate if needed.
Instructions for clients or participants
- Think about what is wrong.
- Plan what you want to say.
- Ask someone to help if you want.
Accessibility considerations
Easy Read layout with one idea per line and symbols. Should be user tested with people with intellectual disability.
Scope and limitations
General Easy Read information.
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. Easy Read standards and disability rights frameworks support people's right to accessible information; test Easy Read materials with the people who will use them.
- 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
- Inclusion Europe. (2009). Information for all: European standards for making information easy to read and understand. https://www.inclusion-europe.eu/easy-to-read-standards-guidelines/
- 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 3-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. Symbols are original line drawings created for Practitioner Plus.
