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Legislative Assembly for the ACT: 2010 Week 13 Hansard (Tuesday, 16 November 2010) . . Page.. 5437 ..

provided, not only through government services but through non-government providers. I would say that every incident is thoroughly reviewed and appropriate action put in place. So the resultant response would be determined by (1) the incident; (2) the issue, complaint or comment being raised; and the results of the review that has been undertaken.

MR SPEAKER: A supplementary, Ms Bresnan?

MS BRESNAN: Thank you, Mr Speaker. Minister, what are the possible repercussions for a service provider which is found to have provided substandard care?

MS BURCH: I would say, following to its natural conclusion an absolutely unacceptable provision of service or incident, that under the funding agreement and their contract requirements service provision could not perhaps be pursued through that provider. But, again, without an incident and without something tangible in front of me, it is a tad hypothetical. But we do, as I said, take this stuff very seriously. There are controls and constraints within funding agreements and requirements for them to meet particular standards.

MS HUNTER: A supplementary?

MR SPEAKER: Yes, Ms Hunter.

MS HUNTER: Minister, when Disability ACT is investigating or has concerns about a service provider, how does Disability ACT tell the service users about the concerns that they have with the service provider?

MS BURCH: Again, there is a line between reviewing and looking at concerns that have been raised and substantiating those concerns. Assuming that there are valid concerns being raised and substantiated, Disability ACT would inform the providers of that service or ask the service providers themselves—and I am not quite sure which it would be—to provide that advice to their client base. But I can get some detail if that would be useful for you.

MR HARGREAVES: A supplementary, Mr Speaker.

MR SPEAKER: Yes, Mr Hargreaves.

MR HARGREAVES: Thank you very much, Mr Speaker. Minister, in relation to contracts which have not been provided in the way that we should see them provided, does the department use the principles of natural justice and communication when it talks to people about the administration of those contracts?

MS BURCH: I think that was the thread I was getting to when I was saying that some comments or some concerns can be raised and they need to be thoroughly reviewed and investigated, rather than just going out and putting some unnecessary stress or angst into families that are using that service. So the element of natural justice is clearly there but, first and foremost, we run on a principle that people receiving a

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