FOR MEMBERS OF THE COMMUNITY EXPERIENCING DISADVANTAGE

CCLC FEEDBACK & COMPLAINTS

We are interested in hearing what you think about our services. Your feedback – compliments, suggestions and complaints – is welcome.

How can I give feedback?

If you would like to give a compliment, make a suggestion or make a complaint you can:

  • ask to speak to us; or
  • complete the client feedback section in this brochure and return it to us; or
  • write to us.

If you wish to make a complaint, please address your complaint to the Centre’s Director.

I want to make a complaint – how will it be dealt with?

Once your complaint has been received, it will be allocated to the appropriate person who will be responsible for handling your complaint. The person handling your complaint will then:

  • examine/investigate your complaint
  • prepare a response to your complaint
  • inform you and any person you complained about of the outcome.

You should allow at least 28 days to receive notice of the outcome of your complaint. If it is likely to take longer than this the person handling your complaint will let you know.

I want to make a complaint – 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. The nature and outcome of all complaints are also reported to the Centre’s Director, and if necessary the Centre’s Board. This information is then used to improve our services. It also lets us know what we are doing well.

Need extra help?

If you need help making a complaint, you can call us on (07) 4031 7688 or 1800 062 608 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.

What if I am unhappy about the outcome of my 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.

A downloadale copy of the CCLC Feedback and Complaints brochure is provided in the Resources section of this website (see top right of this page).

1800 062 608
(07) 4031 7688

1st Floor, Main Street Arcade 85 Lake Street Cairns Q 4870

Open
Mon – Thu | 9:00am-4:00pm

© Cairns Community Legal Centre 2017

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