Almost all support services for people with disabilities are captive market – charity-based, non-entitlement.
These services are funded by government general revenue - provided through a government regulating agency such as the DHS in Victoria.
With block funded service provision and too few service providers, there is little reason for services to attract or retain consumers, as they have a captive audience who can go nowhere else.
All these captive market support services have wonderful, bright lights, consumer complaint policies and procedures which, at face-value, look fantastic. Whereas, in reality, these complaint policies and procedures are not worth a cracker.
Charity-based, non-entitlement, block-funded support services have no reason for customers, customer service or serious, proactive, complaint handling.
Captive market services consider the customer is always wrong. They, therefore, focus on showing the customer just how wrong they are to bring the complaint.
The consumer is told, "You are complaining because you don't understand what we are providing. We are arranging for a member of our staff to meet with you, to explain what you can expect.”
Consumers are, therefore, considered no brainers, and dismissed as little more than a nuisance factor which the service provider could well do without. Rather than, “Complaints are tools to service improvement.”
It should be noted that the top service provider practicing the above philosophy in Victoria, is the Department of Human Services, Disability Services.