Complaints, reviews and feedback about the Adult Safeguarding Unit

The Adult Safeguarding Unit is committed to delivering high-quality service. We value your feedback about your experience with our service. Your feedback helps us improve the way we work and the services we provide.

Provide feedback or make a complaint

We welcome feedback about our service. This includes recognising good service from our staff and sharing ideas of where we can improve.

If you are unhappy with the service you have received from the Adult Safeguarding Unit and you are in regular contact with an Adult Safeguarding Practitioner, please speak to them first. They will listen to your concerns and try to resolve the issue. If needed, they may refer you to a Senior Practitioner.

If your concerns are not resolved, you can make a formal complaint to the Director of the Adult Safeguarding Unit.

How to submit a formal complaint or provide feedback

You can submit a formal complaint or feedback:

Email ofawfeedback@sa.gov.au
Mail Director, Adult Safeguarding Unit, PO Box 196, Rundle Mall SA 5000
Phone 1800 372 310

What happens next?

We will send you a written acknowledgment of your complaint or feedback within 5 business days of receiving it.

The Director of the Adult Safeguarding Unit will respond in writing within 21 business days in most circumstances.

If you are not satisfied with the outcome

If you are not happy with the response to your formal complaint you can contact Ombudsman SA.

If your complaint is about a reviewable decision, you should first apply for an internal review before contacting Ombudsman SA.

Request an internal review

If you are unhappy with a decision made by the Director or the Adult Safeguarding Unit under Part 4 of the Ageing and Adult Safeguarding Act 1995, you may be able to request an internal review.

To find out which decisions can be reviewed, refer to the Internal Review Application form.

You must apply for an internal review within 30 days of receiving notice of the decision, unless an extension is approved by the DHS Chief Executive or their delegate.

A DHS staff member who was not involved in the original decision will conduct the review. They work outside the Adult Safeguarding Unit.

Internal Review Application Form

To apply for an Internal Review, complete the Internal Review Application form.

Privacy statement

The Department of Human Services will use information collected from this form for the purpose of internal review of a decision of the Office for Ageing Well or Adult Safeguarding Unit. You are not lawfully required to submit a response.

In accordance with DHS' Privacy Policy, the Adult Safeguarding Unit treats any personal information provided by you as confidential and only for the purposes indicated above. Any information submitted will only be retained for such time as necessary to carry out the purposes for which the information is collected or as required by law.

Email addresses and any other contact details you provide will not be provided to a third party or added to a mailing list without your consent.

External review by Ombudsman

If you are not happy with the outcome of an internal review and the matter relates to serious abuse, you can apply to Ombudsman SA for an external review.

Serious abuse is abuse that has had, or is likely to have, a significant impact on an adult.

You must apply within 30 days of receiving the outcome of the internal review, unless Ombudsman SA allows more time.

For more information, including how to lodge a request for an external review, please contact Ombudsman SA.