How to give feedback or make a complaint

Marist180 values your feedback! If you have any suggestions, compliments, or complaints, we want to hear from you. Your feedback helps us to understand what we are doing well, and where we might need to improve so that we are delivering the best possible services to our clients and the community.
All feedback and complaints are taken seriously, treated fairly and are confidential. Any information you provide to us will be kept private and will not negatively affect our services to you, your family or the person you are representing.

What kinds of things can I provide feedback on?

You can give feedback or make a complaint about any of the work we do at Marist180. This might include:

–           The quality of services that you, a family member or friend have received from Marist180

–           The work or behaviour of Marist180 staff or volunteers

–           Any events, activities, workshops or programs organised by Marist180

What if I need help to give feedback or make a complaint?

It is okay to ask someone you trust to help you provide feedback or make a complaint. This might be a family member, friend, Marist180 staff member, or public advocate.

If you need to use an interpreter, you can arrange your own, or Marist180 can provide one at no cost to you.

Translating and Interpreting Service (TIS):

Phone: 131 450

Can I provide feedback or make a complaint anonymously?

Yes! You can provide feedback or make a complaint anonymously.

We encourage you to provide your contact details, because without this information we are limited in what we can do to resolve a problem. However we will still treat anonymous feedback and complaints with the same care, respect and due consideration.

How can I get in touch with Marist180?

You can provide feedback or make a complaint:

–           In person

–           Over the phone

–           In writing, using the below online form, or by sending an email or letter

What are the best steps to take to resolve a complaint?

Marist180 encourages everyone to follow these steps so we can reach a resolution as quickly and fairly as possible:

  1. If possible and if you feel comfortable to do so, try to resolve the issue informally with a Marist180 staff member. This might be a youth worker, caseworker, teacher, team leader or coordinator. Sometimes issues can be resolved quickly simply by alerting a staff member to the problem.
  2. If it’s not appropriate to speak to any of those people or you feel uncomfortable doing so, ask to speak with the program manager. You can ask any staff member to put you in touch with the manager. Alternatively, you can phone our head office on (02) 9672 92000 and our friendly Receptionist will direct your call through to the relevant responsible manager.
  3. If you think the complaint is of a more serious nature, or you’re not comfortable with speaking to the above people, you can speak directly with our Human Resources (HR) department. Call our head office on (02) 9672 9200 and ask for the HR manager.

What happens after I submit my feedback or complaint?

If you provide your contact details, we will be in touch within 2 working days to let you know we have received your feedback, and to discuss what will happen next.

Marist180 aims to resolve complaints promptly. We will investigate the problem, decide on actions to be taken, and keep you informed throughout the process.

If you do not provide your details, we will carefully consider what you have said and improve our services and staff training wherever possible. You can also call the Human Resources Manager on (02) 9672 9200 if you would like to check on the outcome of your complaint.

What if I’m not satisfied with the outcome of my complaint?

Marist180 encourages you to first follow the steps outlined above at ‘What are the best steps to take to resolve a complaint?”. If the problem continues or occurs again and has not been resolved by talking with the program manager or the HR manager, you have the right to take your complaint outside Marist180.

The NSW Ombudsman is an organisation independent of government and separate from Marist180 that exists to make sure that people are treated fairly and have their rights protected.

NSW Ombudsman

Phone: (02) 9286 1000 or 1800 451 524

Email: [email protected]

 

 









Do you wish to submit this feedback anonymously?