Please note, if feedback is in the form of a complaint or when depute resolution is required, the complaint will be brought to the attention of the CEO, or Board Chair if the dispute has arisen from a decision made by the CEO. The complaint will be investigated and where possible resolution will be communicated to the complainant within 5 working days. Circumstances in which this may not be possible are:
- Anonymous complaint
- Complainant not contactable
- Other parties to the complaint are not contactable
- The complaint is complex (alternative time frames will be decided by the investigator and communicated as required).
Where feedback identifies behaviour that could be considered misconduct, then the performance management process will be followed.
Complainants are reassured that services will not be reduced or discontinued, or recriminatory action taken because a person makes a complaint, unless the ensure safety or prevent harm.
If complainants are not satisfied with the outcome of the investigation they may, in the first instance appeal. This appeal should be directed to the CEO or Board Chair if the dispute has arisen from a decision made by the CEO. Secondly, they may contact the relevant funding body.
For the Family Support Program this is:
Complaints and Review Unit
Department of Children, Youth Justice and Multicultural Affairs
GPO Box 806
Brisbane Qld 4001
For Specialist Homelessness Services it is:
www.qld.gov.au/Contact Us/ SSQ Complaints and Compliments
P: 13 QGOV