Letting Us Know

Centacare Family Services values feedback from our clients, be that positive or negative. Should you have a complaint or concern relating to our service there are two ways to let us know:

  1. Email admin@centacaregeraldton.org.au with a broad outline of your concerns along with your contact information. A Client Complaints, Compliments, & Feedback Form can be used to clearly convey this information.
  2. In person at any Centacare office you may request, complete, and submit, a Client Complaints, Compliments, & Feedback Form. Our staff will be able to assist you in completing the form if required.

Irrespective of how you make us aware of your concerns, on receiving the information a member of our management team will make contact with you to discuss the next steps in the complaints process.

The Complaint Investigation Process

Whilst each situation is different, the following is the process a complaint will generally follow within Centacare:

  1. Client complaint received.
  2. Complaint entered onto our complaints management register.
  3. A suitable member of the management team will be assigned to manage the complaint.
  4. The complainant will be contacted to discuss the complaint, and to gain further information and understanding of the circumstances.
  5. After investigation and careful consideration of the matter, the complainant will be contacted and the outcome  discussed with them.
  6. Should the client be unhappy with the outcome, they may escalate the matter to the Centacare CEO.

In some instances, complaints may need to be referred to external agencies or bodies. If this is required, Centacare will inform you.

Resources

Client Complaint and Feedback Policy

Client Complaints, Compliments, & Feedback Form

Attorney-General’s Department’s Family Relationship Services Program (FRSP) complaints process