We value your feedback and encourage you to submit a compliment or suggestion to help us improve our service.
We place high expectations on our staff, volunteers, social work and law students to provide high-quality services to our clients. We want to ensure that our clients are treated fairly and with respect at all times.
If you are not happy with the service provided to you or you wish to acknowledge someone who has been particularly helpful, please let us know.
A complaint is a statement made about a service or person that you feel is unacceptable or unsatisfactory.
You have a right to make a complaint about:
- Any information given or action taken by a staff member or volunteer of the centre/s
- A perceived breach or your human rights
- The personal behaviour of a staff member or volunteer of the centre
- The physical amenities or administration of the centre.
A person wishing to provide feedback or make a complaint may do so verbally or in writing by:
• Contacting the employee or volunteer they were dealing with at the time;
• Completing the client feedback survey;
• Using the complaints portal via the form below;
• Phoning (07) 4616 9700 and advising they wish to make a complaint or provide feedback;
• Sending an email to [email protected]
• Sending a letter to:
Feedback and Complaints
PO Box 594
Toowoomba Qld 4350
Tasc will address each complaint with integrity and in an equitable, objective and unbiased manner. We will ensure that the person handling a complaint is different from any employee or volunteer whose conduct or service is being complained about.
Conflicts of interest, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.
Confidentiality – Tasc will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used by Tasc as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.
People providing feedback and complaints are encouraged to include:
• a description of the Complaint and when or where it happened;
• whether the Complainant has already spoken with someone (such as an employee) about the Complaint or taken any other action to resolve their matter informally;
• copies of any relevant documentation or correspondence;
• the outcome sought;
• preferred contact details;
• any supports the Complainant requires (e.g. translator, support person etc.)
All feedback/ complaints should ideally be made within 12 months of the issue occurring.
Tasc accepts anonymous complaints and feedback. The same complaints process will apply, noting that there may be limitations on any investigation depending on the level of information provided.
Tasc is committed to the following timeframes in responding to complaints:
Acknowledging the complaint
• Complaints will be acknowledged within two business days of receipt.
Investigation of complaint:
• Examining the complaint within 14 days of the complaint being received;
• Initial investigation of the complaint and deciding how to respond;
• Informing the complainant by letter/ email within 14 days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
Resolving the complaint
• Making a decision within two months of the complaint being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution;
• Informing the Complainant of the outcome i.e. that the complaint was upheld (and if so what will be done to resolve it), resolved (and how this has been achieved); or if no further action can be taken and the reasons for this;
• Informing the complainant of any options for further action if required (i.e. external resolution or referral pathways).
Reviewing the complaint
• If the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal they can seek a further review of the matter by referral to the CEO, ideally within 14 days from receipt of notification of the outcome.
If you are not satisfied with the investigation and proposed resolution of their complaint or appeal they can seek a further review of the matter by referral to the CEO, ideally within 14 days from receipt of notification of the outcome.
If at the conclusion of the resolution process you are still dissatisfied with the outcome of your feedback or complaint and all internal review avenues have been exhausted, you have the right to refer the matter to an external agency. External agencies may include:
• The Complaints Resolution and Referral Service: for people with a disability
• The Commonwealth Human Rights and Equal Opportunity Commission: for complaints about discrimination on the basis of disability, sex, race, or age
• The Queensland Human Rights Commission: for complaints about discrimination, sexual harassment, human rights, or vilification
• The Legal Services Commission: for complaints regarding legal practices https://www.lsc.qld.gov.au/
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