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You are here: Home / Contact Us / Making a Complaint / Complaining Procedure

Complaining Procedure

Making a Complaint to Brain Injury SA (BISA)

You identify something that you wish to complain about…

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.


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.


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.


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.


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.


Download Making a Complaint PDF

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