This special report looks in detail at the experiences of Aboriginal people navigating the Department of Communities and Justice's (DCJ) system, highlighting the challenges and barriers they face. It finds that the DCJ complaint system lacks integration, coordination and consistency and is not sufficiently attuned or accessible to Aboriginal people. The report makes 58 recommendations to improve the complaint handling system, starting with a plan for overarching system reform.

The review looked at the foundational elements underpinning the system, how effectively it handles complaints from Aboriginal children and families and how well the system is administered in practice. It finds considerable work to be done to improve the accessibility of the complaints system, which is undermined by low levels of awareness, inadequate promotion, distrust in the process and the need for assistance to complain. 

Key findings

• Fear of, and experience of, retribution or detrimental action following a complaint is a significant issue that must be addressed. 
• Complaint management is marked by uneven performance.
• There are significant gaps in the foundational elements that underpin DCJ’s complaint handling system.
• DCJ staff training in complaint handling is inadequate.
• Cultural or unconscious bias affects how some DCJ staff view and handle complaints from Aboriginal people.

Key recommendations

• DCJ should develop a single, integrated framework document for child protection complaints, including specific content on handling complaints from Aboriginal people in a culturally appropriate and trauma-informed way.
• DCJ should establish a centralised data and case management system to improve data collection, monitoring, and analysis.
• DCJ should provide staff with comprehensive training on complaint handling, cultural awareness, and trauma-informed practices.