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.
You can do this:
- In person to the staff member you have been dealing with or their supervisor/manager.
- In writing to The Chief Executive Officer or the Chairperson of the Board of Directors via post or email (please see back of the brochure for details).
Once your complaint is received it will be allocated to a manager/CEO who will be responsible for handling the following steps:
- Examining/investigating your complaint
- Preparing a response to your complaint
- Informing you of your complaint.
A record of all complaints is kept by TASC however it will remain confidential and only the people involved in the process of resolving the complaint will be made aware of it. This includes any workers you may have complained about.
The nature and outcome of all complaints is reported to the Chief Executive Officer and if necessary to the TASC Board of Directors. This information is then used to improve our services.
You should allow at least 28 days to receive notice of the outcome of your complaint. If it is expected to take longer than this to resolve, the manager/CEO will let you know.
If you are unsatisfied or disagree with the outcome of your complaint you may lodge an appeal. To do this, raise your concerns in writing to TASC’s Chief Executive Officer (CEO) or Board of Directors, via the details below.
CONTACT
Phone: 07 4616 9700
Email: [email protected]
ADDRESS
Toowoomba (head office)
223 Hume Street
PO Box 594 QLD 4350