Page 4864 - Week 13 - Thursday, 28 November 2019
Next page . . . . Previous page . . . . Speeches . . . . Contents . . . . Debates(HTML) . . . . PDF . . . . Video
3. I have been advised by my directorate that the information sought is not in an easily retrievable form. To compile the data would require manual review of individual complaint files for each of the past five years.
To collect and assemble the information sought solely for the purpose of answering the question would require considerable resources. In this instance, I do not believe that it would be appropriate to divert resources from other priority activities for the purposes of answering the Member's question.
4. Please see response to Q3.
5. The ongoing protection and wellbeing of children in care is incredibly important and taken seriously by everyone involved. CYPS works under legislation that governs how it can operate, and both CYPS and ACT Together work within a robust and extensive framework to ensure legal processes and requirements are upheld. This happens through many internal activities, as well as external activities where needed.
If a carer or child in care has a concern or complaint, they are encouraged to use the following avenues to help resolve any matters. This is also the escalation process CYPS and ACT Together primarily work to:
• seek advocacy support (as required);
• raise concerns initially with case manager and Care Team;
• lodge a complaint or provide feedback with the Children, Youth and Families Community Engagement and Client Services team, or with ACT Together;
• request an internal merits review of a decision; and
• seek an external review of a decision and/or raise a complaint with the Human Rights Commission, depending on the nature of the complaint.
Further information on providing feedback, compliments or raising a complaint regarding services provided by Child and Youth Protection Services (CYPS) or ACT Together is available in the Carers Handbook. The Carers Handbook is available through the following link: https://www.communityservices.act.gov.au/__data/assets/pdf_file/0003/1340562/CarersHandbook_v1.pdf
6. CYPS and ACT Together recognise people who use their services, including carers, are free to escalate a complaint or make complaints directly to external oversight agencies, and support their right to do so.
If a person making a complaint is not happy with the response, they can escalate their complaint to the Quality Complaints and Regulation team within the Community Services Directorate. This team provides an independent complaints resolution service, or review function, for the Director-General.
Other agencies that provide external oversight regarding services and systems provided by CYPS and ACT Together include the Public Advocate and Children and Young People Commissioner, as part of the Human Rights Commission.
7. Relationships Australia withdrew from the ACT Together consortium effective 30 June 2018. Relationships Australia was sub-contracted by Barnardos to provide counselling and support services to children and young people in residential care, and to carers as required. Whilst Relationships Australia withdrew from the consortium, the staff member allocated to this work was absorbed by Barnardos and the service continued.
Next page . . . . Previous page . . . . Speeches . . . . Contents . . . . Debates(HTML) . . . . PDF . . . . Video