Ageing, Disability & Home Care

Feedback and complaints management online tool now available to all service providers

22 July 2013

Minister for Disability Services Andrew Constance today announced that the Feedback and Complaints Management Log (FCML) is now available to all service providers across NSW.

“As we move towards a person centred system, Ageing, Disability and Home Care (ADHC) is providing support to the NGO sector, including access to resources, which will help build their capacity,” Mr Constance.

“Ensuring that organisations are able to manage feedback and complaints is important as it gives people with disability, their carers and families confidence in the service they are accessing.”

This is one of the activities ADHC is introducing to ensure that service providers comply with the NSW Disability Services Standards which includes the management of complaints.

The use of the log is not mandatory however it is available to assist organisations meet their funding agreement requirements and to implement the updated Standards.

“Organisations can use the FCML to record and analyse trends from the complaints to drive organisational policy development and continuous improvement,” Mr Constance said. 

FCML is user-friendly and can be customised to suit the organisation’s individual needs. It is based on the Annual Complaints Reporting tool developed for the Victorian Disability Services Commissioner and provides the opportunity to gain access to benchmarking data across Victoria and NSW.

ADHC will also be providing training on the NSW DSS which will focus on its practical application and on the safeguarding obligations of disability support providers and their need to comply with all relevant policies under the terms of their funding agreement. 

“Improving the quality of services is fundamental to a person centred service system that enables people with disability, their families and carers to exercise choice and flexibility in accessing their supports and services,” Mr Constance said.

The FCML will be managed by ORIMA Research (an independent third party) and it will be hosted on its domain. For more information on FCML and the NSW DSS visit

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