We Value Your Feedback. Clients are encouraged to provide honest feedback which may include compliments, suggestions or complaints. You can provide feedback in person or in writing.

We are committed to providing the best possible service to our clients and value your feedback, be it a compliment or a complaint. To assist with this process, we’re pleased to provide a downloadable copy of our Compliments and Complaints brochure here.

Complaints

You can speak to the staff member or volunteer that you were dealing with at the time. We will listen to you, and where we can, we will try to resolve your complaint immediately. Alternatively, you can complete the above form or write to us by post or email. Please direct all feedback and complaints to The Director of the Centre.

Once your complaint is received, the appropriate person will investigate your complaint, prepare a response and inform you about the outcome. You should allow at least 30 days to receive notice of the outcome of your complaint.

No client will be disadvantaged as a result of making a complaint and our service will work to resolve the issue or concern in a timely manner.

What You Can Expect From Us?

We will:

• Treat your complaint seriously and protect your privacy
• Treat you with courtesy and respect
• Not discriminate against you
• Deal with your complaint impartially
• Deal with and respond to complaints in a timely manner

Who Else Will Know About It?

A record is kept of all complaints. However, your complaint is confidential and only the people involved to resolve any problems know about your complaint. This includes any worker that you have complained about.

This information is then used to improve our services. It also lets us know what we are doing well.

Anonymous Complaints Will Not Be Accepted

If you have made a complaint, you must provide your name and contact details above. We will use these details to contact you about the progress and outcome of your complaint.

Need Extra Help?

If you need help making a complaint, you can call us on 07 5532 9611 or visit our office. Arrangements for an interpreter can also be made, or if you would like a support person to help you, please let us know.

Unsatisfied With The Outcome Of Your Complaint?

If you are not satisfied with the outcome of your complaint, you can ask for an internal review. You can also refer your complaint to an external body at any time.

Please call us on 07 5532 9611 if you have any queries regarding the content on this page.