HOW TO MAKE A COMPLAINT
Community Migrant Resource Centre (CMRC) is committed to providing the best possible service but we understand sometimes it does not work out as it should. If this happens we want you to tell us. In this brochure you will find information about how to make a complaint, including what you can do if you are not satisfied with the way we handle your complaint.
HOW CMRC DEALS WITH A COMPLAINT
Once you submit a complaint, we will contact you within 5 business days. The investigation of your complaint may take some time but we will endeavour to have it resolved within 10 business days and we will keep you informed of the progress of your complaint. Once our investigation is complete you will be contacted about our findings and you will have the opportunity to comment and provide feedback.
Important things to remember
It is okay to make a complaint.
We view all feedback, including complaints, as a positive opportunity to improve the quality of our services and regularly revise the way we deliver services.
We will deal with your complaint in an ethical, timely and transparent way.
There will be no repercussions as a result of making a complaint. You will not be disadvantaged, treated any differently or lose access to the services we provide you.
All complaints are treated confidentially. Only the people who need to help find a resolution will be involved.
If you are not happy with the way we handled your complaint, you can ask for the decision to be reviewed by our Chief Executive Officer (CEO).
You are also able to contact a relevant agency listed below.
MAKING A COMPLAINT
You can make a complaint yourself or with the assistance of your partner, family member, friend, carer or anyone else you chose to make and manage a complaint on your behalf. Anyone can make a complaint at any time, even if you are no longer a client of CMRC or you are a worker with an external agency.
If you require an interpreter to lodge a complaint, please contact the Translating and Interpreting Service (TIS National) on 1800 131 450
You can make a complaint or provide feedback in a number of ways:
- Send a letter addressed to the CEO of CMRC at Level 4, 1 Horwood Place, Parramatta NSW 2150
- Call our CMRC office on (02) 9687 9901 speak to any staff member of your choice.
- Visit our website: http://www.cmrc.com.au/contact/ and complete the online form
- Send us an email at firstname.lastname@example.org
- Complete a Complaints Form available online or from our reception
- Send us a fax on (02) 9687 999
You can also submit all written complaints in your preferred language.
You can also contact the following organisations:
Australian Human Rights Commission Complaints
Info line: 1300 656 419
TTY: 1800 20 241
Anti-Discrimination Board (NSW)
Phone: (02) 9268 5544
Department of Family and Community Services
Phone: (02) 9377 6000
TTY: 133 677
Ombudsman Office (NSW)
Phone: (02) 9286 1000
Toll Free: 1800 451 524
TTY: 133 677
NDIS participants can contact the NDIS directly on:
Phone: 1800 800 110