The Adult Safeguarding Unit aims to give you the best service, but sometimes you might want to give feedback, make a complaint, or ask for a review of a decision.
We take your complaints seriously and handle them fairly and quickly. Your feedback helps us improve our services. If we are doing something well, we want to know that too, and we will pass your feedback to the right staff member.
Providing feedback or making a complaint
If you regularly speak with an Adult Safeguarding Practitioner, please share your concerns with them first. The Practitioner will listen to you, try to resolve your concerns, and may refer you to a senior practitioner.
If you still feel the matter is unresolved, you can make a formal complaint to the Director of the Adult Safeguarding Unit. It is best to put your complaint in writing.
How to submit a formal complaint or feedback
You can submit a formal complaint or feedback:
Via email: ASUcomplaintsandfeedback@sa.gov.au
Mail: Director, Adult Safeguarding Unit, PO Box 196, Rundle Mall SA 5000
Call: Adult Safeguarding Unit on 1800 372 310
After you have submitted a formal complaint or feedback
You will receive written acknowledgment of receipt of your complaint within 5 business days.
The Director of the Adult Safeguarding Unit will respond in writing within 21 business days of receipt.
If you are unhappy with the response
If you are not happy with the response to a formal complaint made directly to the Adult Safeguarding Unit, you may contact Ombudsman SA.
Internal review of a decision made by the Adult Safeguarding Unit
If you are unhappy with a decision made by the Adult Safeguarding Unit, you can request an internal review by the Department of Human Services Chief Executive.
You must apply for an internal review within 30 days of receiving the decision notice, unless the Chief Executive allows more time.
To submit a request for a review of a decision, email: Office of the Chief Executive: enquiries@dhs.sa.gov.au
Once the Chief Executive receives a request for an internal review, you will be notified of its receipt and will receive a response regarding the outcome within a reasonable timeframe. You may be contacted for additional information during this process.
External review by Ombudsman
If you are not satisfied with the outcome of the internal review, you can apply to the Ombudsman for an external review.
For more information, including how to lodge a request for an external review, please contact Ombudsman SA.