Advocacy & Dispute Resolution
Carers Queensland – Family Support and Advocacy Program offers Family Carers support and advocacy in the following areas:
- Assistance and support with any matters in the Guardianship and Administration Tribunal (GAAT) by offering support from staff who are experienced in advocacy issues and tribunal activities. Legal representation can be arranged if requested or needed by a Carer;
- Carer issues with the Office of the Adult Guardian (OAG);
- Carer issues with The Public Trustee of Queensland (PTQ);
- Carer conflicts with a service provider where there is a threat of intervention by the OAG or the GAAT;
Phone (07) 3843 1401 or Freecall 1800 242 636
Website: Go there
Elder Abuse prevention
Advocacy organisations such as the Elder Abuse Prevention Association (EAPA) in Victoria have been set up to assist victims, promote awareness and initiate policy guidelines as well as offering counselling services and undertake research into elder abuse. Phone Lillian Jeter, Executive Director, on 1300884665, email or click here
Utility Complaints
There is an ombudsman or complaints scheme in all states and territories to help at no charge if you can't resolve a complaint with your gas, electricity or water supplier.
Law
The Law Council of Australia is the national professional legal organisation. It advises governments, courts and other federal agencies on ways in which the law and the justice system can be improved for the benefit of the community.
Go there
The Law Council’s constituent State/territory Law Societies have websites with information on community services plus directories of legal practices, solicitors, barristers, dispute resolution practitioners and accredited specialists, along with addresses and phone numbers. Click on the name below to go to the website:
Law Society of the Australian Capital Territory
Law Society of New South Wales
Law Society of the Northern Territory
Queensland Law Society
Law Society of South Australia
Law Society of Tasmania
Law Institute of Victoria
Law Society of Western Australia
FindLaw Australia has a directory of thousands of lawyers and firms. Au.FindLaw.com accesses an extensive database of materials covering topics ranging from business issues, such as commercial, taxation, bankruptcy, real estate and intellectual property law, to consumer-related issues, such as estate planning, health, family and employment law.
Go there
Law for You is an Australian online service offering plain English legal information. Law4u provides consumers with comprehensive and practical information about the law and dealing with legal problems. The site is organised by states/territories.
Go there
Advocacy Services
An advocate is someone who stands beside you and works and speaks solely on your behalf, and at your direction. Rights of Older People is an Australian Department of Health and Ageing website with information about the nationwide network of advocacy services, and about the ways that advocacy services can assist older people (or their representatives). There are also links to all state and territory websites.
Go there
Australian Capital Territory:
ACT Disability, Aged and Carers’ Advocacy Service (ADACAS).
Go there
Phone (02) 6242 5060 or TTY (02) 6242 5065
New South Wales:
Aged-Care Rights Services. Advice and assistance to people 55 years and over who live in or plan to live in supported accommodation, such as retirement villages, serviced apartments, hostels, nursing homes and boarding houses.
Go there
Phone 02) 9281 3600
Freecall 1800 424 079.
Veterans’ Advocacy Service (VAS). Free legal advice, assistance and representation to veterans and their dependants about their rights under the Veterans’ Entitlements Act 1986.
Go there
Phone (02) 9219 5148
Combined Pensioners and Superannuants Association of NSW (CPSA). A not-for-profit peak consumer advocacy body in NSW for pensioners and older people on low-incomes.
Go there
Phone 02 9281 3588 or Freecall 1800 451 488 or TTY 02 9281 3893
Northern Territory:
Aged and Disability Rights Team.
Go there
Phone (08) 8982 1111 or Freecall 1800 812 953
Alice Springs:
Aged Care Advocacy Service Inc. CentaCare NT
Go there
Phone (08) 8953 3019 or Freecall 1800 354 550
Queensland:
Older Person’s Advocacy Service. Advocacy, information and support for users, and potential users, of Home and Community Care services and residents in Commonwealth subsidised nursing homes and hostels.
Go there
Phone (07) 3260 6755 or Freecall 1800 818 338
Townsville phone (07) 4771 6541
Southport phone (07) 5588 0499
Queensland Advocacy Incorporated (QAI) is an independent, community-based systems advocacy and legal advocacy organisation for people with disability in Queensland, Australia.
Go there
Queensland Aged and Disability Advocacy Inc (QADA) supports older people’ rights in Residential Aged Care, Community Aged Care Packages (CACPs) and Home and Community Care (HACC) services.
Go there
Phone 3637 6000 or Freecall 1800 700 600
South Australia: The Aged Rights Advocacy Service (ARAS) offers a free, confidential and independent service to older people (or their representatives) who are:
- Receiving community based services
- Living in Commonwealth subsidised aged care facilities
- Receiving community aged care packages
- At risk of, or are, experiencing abuse.
Go there Phone (08) 8232 5377 or Freecall 1800 802 030
Welfare Rights Centre (SA) Inc. Committed to the provision of information, assistance and advocacy for people reliant on the social security system.
Go there
Phone (08) 8226 4123.
Tasmania:
Advocacy Tasmania Inc.
Phone (03) 6224 2240 or Freecall 1800 005 131
Victoria:
Residential Care Rights Service. RCR offers a free, confidential and independent service to older people (or their representatives) who are receiving a Commonwealth subsidised aged care service in Victoria.
Go there
Phone (03) 9602 3066 or Freecall 1800 133 312
Western Australia:
AdvoCare. Advocacy to protect the rights of people living in residential aged care facilities or receiving Home and Community Care Services.
Go there
Phone (08) 9221 8599 or Freecall 1800 655 566.
Health Insurance
Private Health Insurance Ombudsman (formerly known as the Private Health Insurance Complaints Commissioner) provides private health insurance members with an independent service for health insurance problems and enquiries.
Go there
Freecall 1800 640 695
Translating services phone 13 14 50
Hearing impaired phone 13 25 44
Financial Sector
Australian Securities and Investment Commission (ASIC) can advise on the appropriate facility for a particular complaint. Note that membership of an ASIC-approved complaints scheme is a compulsory requirement for all financial firms.
Go there
Phone ASIC Infoline 1300 300 630
See also the ASIC's article 'Complaining about a financial, insurance, superannuation, investment or banking product or advice'.
Go there
Australian Shareholders' Association (ASA) can also help you with complaints about listed companies.
Go there
Phone toll free 1300 368 448
Banking and Financial Services Ombudsman (BFSO). This is a free, independent and informal dispute resolution service dealing with disputes that individuals and small businesses have with their financial service providers.
Go there
Phone 1300 780 808
Building Societies (not Queensland - see Australian Finance Conference below. Also see FCDRS below)
Australian Association of Abacus AUstralian Muturals and credit unions.
Go there
Phone (02) 6281 1588
The Credit Union Dispute Resolution Centre (CUDRC) was established to assist participating credit unions and their members resolve complaints between consumers (including small businesses) and credit unions who are members of the scheme.
Go there
Phone 1300 780 808
Endispute (West Australia) phone (08) 9474 5777
External Dispute Scheme (Tasmania) phone (03) 6234 9519
Credit Ombudsman Service Ltd (COSL)- used to be called Mortgage Industry Ombudsman Service Limited (MIOS). The Credit Ombudsman Service is a free and independent External Dispute Resolution scheme. It provides consumers with an alternative to legal proceedings for resolving disputes with COSL Members operating in the Credit marketplace.
Go there
Phone 1300 780 808
Financial Co-operative Dispute Resolution Scheme (FCDRS). The FCDRS deals with complaints from consumers about those Australian credit unions and building societies who are members of the scheme. The scheme will cover a wide range of activities, including complaints about disputed ATM transactions or unauthorised transactions via EFTPOS or credit cards. Consumers should contact the FCDRS if they have a complaint about a credit union or a building society that can't be sorted out directly, or if they haven't had a response from their credit union or building society about a complaint within a reasonable time.
Go there
Phone 1300 139 220
You can ask your credit union or phone a complaints scheme to find out which scheme your credit union belongs to.
Finance Companies (most companies and all Queensland building societies)
Australian Finance Conference (Customer Services Officer)
Freecall 1800 231 587.
Financial Industry Complaints Service (FICS) provides free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry, including life insurance, superannuation, funds management, financial advice, stock broking, investment advice and sales of financial or investment products.
Go there
Phone 1300 780 808
Insurance Brokers Dispute Limited (IBD). Anyone who has a problem with their insurance broker or financial service provider concerning a general or life insurance policy can contact IBD. IBD covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal and domestic property up to a claim limit of $50,000. IBD also handles complaints regarding small business pak policies up to a claims limit of $5,000.
Go there
or phone toll free 1800 064 169
The Insurance Ombudsman Service. Aimed at resolving disputes between the insured and their insurance companies or claimants who have a dispute with another person's insurance company in relation to motor vehicle property damage (i.e., third party claim). The scheme also provides general information about any general insurance matter.
Go there
phone 1300 78 08 08
Investment, Superannuation, Life Insurance. The Superannuation Complaints Tribunal (SCT) is an independent Tribunal set up by the Australian Government to deal with complaints about superannuation funds, annuities and deferred annuities, and Retirement Savings Accounts (RSAs).
Go there
or phone 1300 884 114
Complaints
The Australian Consumers Handbook includes details of over 730 private, community and government organisations that offer complaint handling services in Ausralia. It is available online and it can be searched to allow you to quickly and easily locate organisations which handle complaints in your state or territory. It also has information on questions commonly asked by consumers on issues such as scams, warranties, ecommerce, refunds and legal rights.
Go there
Complaintline. Puts you in touch with people who can help you with your complaint, helps you understand your rights as a customer and a consumer, information on alternative dispute resolution, and more.
Go there
For more information on alternative dispute resolution (ADR), check this Law Institute of Victoria site.
Go there
For other enquires
Go there
Australian Government Facilities
The Administrative Appeals Tribunal provides an independent review of a wide range of administrative decisions made by the Australian Government, including Social Security Appeals Tribunal, and some non-government bodies.
Go there
Aged Care Complaints Resolution Scheme (CRS)
This free service operated by the Commonwealth Department of Health and Ageing handles complaints made by any person about aged care facilities. This might include residents of nursing homes and hostels and their families, staff, people receiving community aged care packages or anyone else. Complaints may be made confidentially and anonymously if required.
Go there
or phone 1800 550 552
If you are dissatified with how CRS is handling your complaint, you can contact the Commissioner for Complaints. The Office of the Commissioner for Complaints investigates straightforward and complex complaints from people who believe they have been unfairly treated by the Complaints Resolution Scheme.
Go there
phone 1800 500 294
Commonwealth Ombudsman is for complaints about Australian Government departments and authorities, including the Federal Police. There is also a special advisor for taxation matters.
Go there
You can find the nearest Commonwealth Ombudsman by phoning the National Complaints Line on 1300 362 072
Community Legal Centres (CLCs). Independent organisations who provide legal advice and advocacy for a range of individuals and groups in the community, especially those who are on low incomes or otherwise disadvantaged in their access to justice. For a list of all CLCs:
Go there
Legal assistance may be available to the neediest members of the community from state and territory legal aid commissions or community legal services. These organisations receive Australian Government financial support. From the Australian Law Online link immediately below, go to the state/territory links to get information about legal aid in your area:
Go there
Social Security Appeals Tribunal. People who believe that a wrong decision has been made in relation to their social security, education or training payment can appeal to the SSAT. The Tribunal can hear appeals against decisions by Centrelink. The Tribunal is also able to review some decisions made by officers of the Department of Veterans’ Affairs.
Go there
Welfare Rights Centres specialise in helping people with social security and student assistance matters. Most will help you (at no cost) to deal with Centrelink, the Social Security Appeals Tribunal and the Administrative Appeals Tribunal. Listings for all states and territories:
Go there
