We value your feedback
We are committed to providing quality services to all of our clients, but accept that everyone’s experience with us is different. If you have any feedback or concerns, we will listen and act.
In the first instance, clients should provide their feedback to the relevant Service Leader. Contact details for our Service Leaders are listed (per program) at the bottom of this page.
If you are not satisfied following this, you can
- contact our Community Relations Ambassador, Des Ryan, on 4932 8008 or 0417 775 365; or
- lodge a written complaint to the Managing Director at PO Box 631, Buddina, QLD 4575.
Clients who make a complaint can do so without the fear of retribution, and have the right to be taken seriously, treated with respect and to receive feedback within a reasonable time frame.
Youth Support Coordinator Program
Service Leader, Wide Bay – Emma Crole - 4197 3524
Service Leader, Sunshine Coast - Lisa Wan - 0400 506 422
Other options include contacting the Department of Communities’ Complaints and Review area in writing at GPO Box 806, Brisbane Qld 4001, or by email at complain@communities.qld.gov.au
For complaints about disability or community services, call the Disability Information Service (free call) on 1800 177 120 or 3224 7179.
Personal Helpers and Mentors Program
Service Leader - Chris O’Brien - 0428 198 843
In line with the FaHCSIA Service Charter, clients can also contact FaHCSIA if they are satisfied or unsatisfied with the service of providers. FaHCSIA has a formal process for the handling of all external complaints it receives about FaHCSIA programs and FaHCSIA funded service providers.
The Complaints Management System (CMS) can be accessed via the link http://www.fahcsia.gov.au/contact/feedback-compliments-complaints-and-enquiries
or by phoning 1800 634 035, faxing (02) 6133 8442, emailing complaints@fahcsia.gov.au or in writing at FaHCSIA Complaints, PO Box 7576, Canberra Business Centre, ACT, 2610.
Disability Employment Service and Job Services Australia
DES and JSA clients may also phone the National Disability Service Abuse and Neglect hotline on 1800 880 052; or the Department of Education, Employment and Workplace Relations’ Customer Service Line on1800 805 260.
Home and Community Care (HACC)
Service Leader – Monica Laws (North Queensland) – 4967 6800
Service Leader – Andrew Thomas (Wide Bay) – 4124 5433
For those people we support, who are aged 65 years and over OR Aboriginal and Torres Strait Islander people aged 50 and over, please refer to the Commonwealth HACC guidelines available at http://agedcarecomplaints.govspace.gov.au/about-us/about-the-scheme/ or phone 1800 550 552.
For those who are aged less than 65 years OR Aboriginal and Torres Strait Islander people aged less than 50 years, please contact the Disability Complaints Line on 3224 7179 or 1800 177 120. Alternatively, email complain@communities.qld.gov.au