Complaining Procedure

Making a Complaint to Brain Injury SA (BISA)

Do you Need Help to Make the Complaint?

You can:

• Ask a friend or family member to help
• Ask a BISA staff member you trust
• Contact an advocacy service for assistance:
  • BISA Advocacy Service: 8217 7600
  • Disability Advocacy and Complaints Service of South Australia (DACSSA): 87122 6030
  • Advocacy for Disability Access and Inclusion (ADAI): 8340 4450
  • Disability Rights Advocacy Service (DRAS): 8351 9500

Note: The person helping you can be the contact person for BISA on all matters relating to the complaint and will work with you to ensure your views are represented.

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You Lodge your Complaint

By Phone:

Call 8217 7600 or 1300 733 049 and ask for Liz Forsyth or Lisa Minervini or a staff member of your choice.

By Email to:

• Liz Forsyth, Chief Executive Officer (CEO): lizf@braininjurysa.org.au
• Lisa Minervini, Manager: lisam@braininjurysa.org.au
• BISA Reception: info@braininjurysa.org.au

By Completing the Form:

Fill in the Online Complaint Lodgement Form on this website and select submit.

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When a Complaint is Received

Within 48 hours:

• It will be allocated to an appropriate person to investigate, usually a BISA manager.
• It will be recorded on the BISA complaints register to track action and resolution of your complaint.

Within 2 weeks:

• It will be investigated including making contact with you or your advocate to find out more about the complaint and discuss how it can be resolved.

Note: If longer is required, you will be informed of this and how long the investigation will take.

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Resolution Proposed

With CEO approval, the investigating manager will propose to you a resolution for the complaint.

You can:

• Accept the resolution with an agreed timeframe for implementation
• Seek a further review with or without reference to the Board

Complaint Closed.

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Further Review

Within two weeks the CEO Reviews & reports back to you either:

• Confirming the proposed resolution or
• Proposing something different

And you can:

• Accept or
• Seek further assistance external to the organisation:
  • NDIS Quality & Safeguards Commission
    • Telephone: 1800 035 544 (free call from landlines)
    • TeleTYpe (TTY): 133 677
  • Health & Community Services Complaints Commissioner
    • Email: info@hcscc.sa.gov.au
    • Telephone: (08) 8226 8666 or 1800 232 007
    • Interpreters can be arranged

Complaint Closed.

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