Our Services
Who we are
The Human Rights Commission is an independent agency established by the Human Rights Commission Act 2005. The Commission is comprised of Commissioners with specialist jurisdictions:
- Human Rights and Discrimination Commissioner
- Health Services Commissioner
- Disability and Community Services &
- Children and Young People Commissioner
What we do
The Commission provides a fair and accessible process for dealing with complaints about discrimination, health services, disability services, services for older people, community services, and services for children and young people; as well as promoting service improvement and developing awareness in government, and the community, of human rights.
Making a complaint
A complaint can be made by any person who believes they have been the subject of discrimination or by any person with a concern about a health service, service for older people, disability service, community service, or service for children and young people.
A complaint must be made in writing. A complaint form is available from the Commission or from the Commission website. Commission staff can assist people to put their concerns in writing, and can arrange for assistance to be provided by interpreters and advocates whenever this would be helpful.
How complaints are dealt with
The complaint will be allocated to the appropriate Commissioner for consideration. The Commissioner will send a copy of the complaint to the person or service complained about, and will invite a response. Many complaints can be resolved quickly and fairly between the parties with the assistance of the Commission's staff, who will have discussions with the parties, collect any other relevant information, and outline options that might lead to a resolution of the complaint. If the complaint is resolved, the Commissioner will close the case. If the complaint is not resolved the Commissioner will consider whether:
- the complaint should be referred for conciliation:
- a significant issue in the complaint should be considered further; and/or
- the complaint should be closed
Service Standard
The Human Rights Commission is an independent agency established by the Human Rights Commission Act 2005 to provide a fair and accessible process for dealing with complaints about:
- discrimination;
- health services;
- disability services;
- services for older people;
- community services; and
- services for children and young people
As well, the Commission facilitates service improvement and develops awareness in government, and the community, of human rights.
The Commission strives to deliver services that are fair, accessible, timely, and courteous. This Service Standard establishes the benchmarks against which the Commission will monitor and review service delivery.
Fairness
- We will follow the principles of natural justice when dealing with complaints and we will work cooperatively with all parties to explore options to resolve the complaint.
- We will be independent and impartial in all our dealings with you.
- We will provide you with high quality information, in plain language.
- We will give reasons for our decisions and recommendations.
Accessibility
The Commission will be open between 9am and 5pm, Monday to Friday, excluding public holidays.
Information and assistance will be provided by staff at our office, by telephone or by e-mail. Staff will make visits to people, where practicable.
The Commission's office is accessible by wheelchair.
Telephone access is available for people who are deaf, hearing impaired or speech impaired by TTY or through the National Relay Service.
The Commission's internet site will provide up-to-date information and guidance.
Timeliness
All complaints will be acknowledged within five working days of receipt.
We will endeavour to work with parties to finalise consideration of complaints within 10 weeks or 70 days from receipt. Where a significant issue is under consideration, or where the complaint is being conciliated, we will endeavour to work with parties to finalise complaints within 36 weeks or 252 days from receipt.
