Consumers of the service - both deaf and hearing - have the right to raise grievances with the Deaf Society, and to have them resolved in a manner and to a level which is satisfactory to them. This service will provide appropriate avenues for people to state and resolve any grievances about the service they receive without fear of penalty or victimisation. All grievances will be handled according to the policies regarding privacy and confidentiality.

Consumers may make a complaint:

• By phone/TTY
• By email
• By mail, or
• In person

Complaints should be directed to the Manager, Sign Language Communications NSW. A report will be written and the complainant will be given a copy.

If the complainant is not satisfied, the complaint can proceed to the Chief Executive Officer (CEO), and to the Chairperson of the Board if the complaint remains unresolved.

Consumers can also take action through an external complaints agency - e.g. NAATI, Disability Complaints Service, Anti Discrimination Board, Australian Human Rights Commission (formerly Human Rights and Equal Opportunity Commision, known as HREOC) - at any stage in the process.