Anti-Discrimination Board Complaint Handling

Working with People with Disabilities

Many of the clients of the Board are people with disabilities. The Board is committed to providing an accessible, flexible service to our clients. The Board must accommodate clients with a range of disabilities in our complaint handling process. Staff are trained in delivering flexible services to clients with disabilities. The Diversity Services section of the Department of Justice provides a training course and up to date information on hands on service delivery to clients with disabilities.

Staff will ask the person what they need from us as a complaint handler to assist them through the process. Some clients may be reluctant to discuss their disability. Remember that the disability may not be the ground of the complaint. The Board will be sensitive when dealing with a client who is aware of their disability and can acknowledge any impact that this has on their needs.

Often the best approach is to ask the complainant how s/her or any carer/advocate can best be involved in the Board’s processes.

The following information shows how the Anti-Discrimination Board can address some of the common situations that can arise in the course of our service to the community. The Board recognises this cannot be an exhaustive list, and every person is different and will have different requirements. The Board encourages all clients to discuss their situation with the complaints staff and work with us to accommodate their needs.

Clients who have difficulty writing

Section 89(1) of the Anti-Discrimination Act 1977(NSW) requires that a complaint be in writing, but does not specify that the writing must be in English. A complaint may be lodged in Braille. The Board will arrange for transcribing the complaint into written English.

The Board will accept a complaint that is recorded on audiotape or videotape, provided the tape describes the allegations and is accompanied by a letter from the complainant stating that he/she intends the complaint to be lodged. People who use Auslan may submit videotape of their complaint in sign language. The Board will arrange for the tape to be transcribed.

Some clients may not be able to write their own complaints. These clients may have a disability such as dyslexia, or are illiterate in English or their own language.

Section 88A of the Anti-Discrimination Act 1977(NSW) explicitly provides that the President may assist a person to make a complaint. Assistance is not defined. This section helps to overcome the argument that the President would compromise his/her impartiality if a complainant were given any assistance to make their complaint. In practice, the Board staff will help a person to write out the complaint, but not construct the content. A person with a disability may also give the details of the complaint over the telephone. The Board will send the draft complaint to the complainant for approval, signature and lodgement.

Clients who have difficulty lodging the complaint

A client may have difficulty lodging the complaint with the Board if they are unable to leave their home due to a disability. Clients may suffer from conditions such as agoraphobia or have a chemical sensitivity or allergy that prevents them from even posting the complaint. If the complainant is unable to access a fax or post office to lodge a complaint, they should contact the Board to discuss practical solutions. In these circumstances the President will consider making appropriate adjustments. The Board will accept documents on disc or memory device and will arrange for collection of documents from the complainant if necessary. Once the complaint is accepted, communication between the Board and the client can be conducted by phone, fax or secure email.

Lodging complaints by email

Since 17 December 2010, complaints to the President may be lodged by email to the dedicated email address . Further information about the process for lodging complaints can be found on the Boards Website and is in the process of being updated.

Clients with vision impairments

Vision impairments range from limited field or focal point vision to complete blindness. As with any disability, no single approach will address the needs of all the clients with vision impairment. The Board will ask the client what they need.

Options to consider are:

  • Large print format on letters;
  • Translating material into Braille;
  • Providing material on disc in a format that is compatible with accessible technologies.

The Board will contact the Royal Blind Society to translate documents from and into Braille. phone (02) 9334 3556 fax (02) 93343557 email

If the client has some form of adaptive technology, the Board will endeavour to provide information in a compatible format.

For more information about vision impairment see the Guides Dogs Association website at:

Clients with hearing impairments

Common tools and techniques for people with hearing impairment are:

  • Lip reading
  • AUSLAN (Australian Sign Language)
  • Hearing aids
  • Cochlear implants
  • Telephone typewriter service (TTY)
  • Hearing loops
  • National relay service

All local and chargeable calls 133 677 (or 133 NRS)

All free calls1800 555 677 (or 1800 555 NRS)

For more information about the experience of being hearing impaired, or deaf and the above tools and techniques, visit the NSW Deaf Society website at

If necessary, TTY training is available through the NSW Deaf Society email

An AUSLAN interpreter can be booked either through the NSW Community Relations Commission or the NSW Deaf Society 02 9893 8858 email

People who have AUSLAN as a first language may have some difficulties with understanding complex English, even in a written form. The Board uses a TTY machine or the National Relay Service to contact clients.

For clients who use hearing aids, or a combination of hearing aids and lip reading:

  • Speak clearly, don’t shout
  • Look directly at the client when speaking and speak normally
  • If you are in doubt write it down.
  • Ask whether the client finds a hearing loop useful. The Board can hire hearing loops or borrow them from the Department where this will assist a client with a conciliation conference or interview. You should contact Julia Haraksin, Director, Diversity Services, Department of Justice on (02) 8688 8460

Clients with mobility disabilities

Ensure clients have physical access to the Board’s premises and services. Arrange for parking in the building if the person is coming for a meeting or a conciliation conference. Clients should be met in the car park and escorted to the Board’s premises.

Clients with intellectual disabilities

The person with the disability should be included in the complaints process. For some complainants with an intellectual disability, an advocate may have assisted in lodging the complaint. Ask the complainant how they wish the Board to work with them and/or their advocate.

For more information about intellectual disability visit the Council for Intellectual Disability website on

Clients with psychiatric illness

Complaint handlers are not employed as psychiatrists or psychologists and should not attempt diagnosis of clients of the Board. Complaint handlers should not attempt to convince a client of the Board that they have a mental illness. However it may be appropriate at some point to encourage the client to seek some support or professional assistance because of the stress they are experiencing as a result of the complaint, as you would with any client.

Complaints about the ADB service

If you are unhappy with the way that staff have dealt with you, please contact the Manager, Enquiries and Conciliation or the President. The Board has a Guarantee of Service and a client complaints process, which you may also refer in raising your concerns.