Comments & Complaints

We actively encourage carers and clients using our service to question or comment on the quality and nature of the service offered. We endeavour at all times to make sure that any comments or complaints are resolved as quickly as possible.

All comments and complaints are taken seriously and dealt with in the strictest confidence. No carer or client of our service will be disadvantaged or discriminated against for making a complaint against the Centre.

Who Can Make a Comment or Complaint

Anyone who uses our service either for information or to request respite may make a comment or complaint. The comment or complaint can be made by you personally or someone else can speak on your behalf.

To Make a Comment

Making A Comment

The Commonwealth Respite & Carelink Centre welcomes and encourages any feedback from carers or clients of our Centre. Feedback can be positive or negative and assists us to provide the best possible service to you. We Want to know what we do well and also where we can improve our service.

How To Make A Comment

You can make a comment anytime by phoning us, sending us a letter, and email or fax. We also send out a feedback form with a reply paid envelope when organising respite or other support services for you.

All comments whether positive or negative are taken seriously and dealt with in the strictest confidence.

Making A Complaint

If you have a grievance about our Centre or a service we have organised for you and you wish to make a complaint you will not be disadvantaged or discriminated against if you need to request a service in the future.

If you have a grievance with our Centre please let us know. Many problems can be sorted out through explanation or discussion.

How To Make A Complaint

(1)  If you feel comfortable talk to the coordinator who dealt with your situation initially.

(2)  If your complaint is about our service and you do not feel comfortable talking to a coordinator, or you are not satisfied with the response, you can talk to the Program Manager.

(3)  You may be asked to put your complaint in writing. If you find it difficult to discuss your complaint you are welcome to put it in writing at any time and send to the Program Manager; providing as much detail as you can about the situation.

(4)  If you are still unhappy with the response from the Program Manager, you will be encouraged to approach the Regional Manager of the United Protestant Association of NSW, who are the organisation responsible for this Centre. You can contact the Regional Manager on 02 6628 5559 or in writing to UPA, PO Box 10, ALSTONVILLE, NSW 2477.

We hope that any carer or client wishing to make a complaint can do so directly to the Centre, however we are aware that this can be very difficult or stressful.

Anyone can go directly to the Departments that fund us.

Department of Health and Ageing                                            02 9263 3791

Families, Housing, Community Services & Indigenous Affairs  02 8255 7782

Or

State Ombudsman                                                                   1800 451 524

Federal Ombudsman                                                               1300 362 072

What Happens When A Complaint Is Received By The Centre

(1)  If your complaint is about a service that we organised for you, with your permission we will follow up with that service agency.

(2)  All complaints about the Centre services are investigated, followed up and the results provided to you in writing