Complaints – CatholicCare Canberra & Goulburn views complaints as an essential component to quality improvement. We believe that it is the right of all individuals, parties and agencies to provide feedback regarding CatholicCare operations and service delivery and any individual, advocate, agency, community or stakeholder may express dissatisfaction related to CatholicCare without fear of retribution, safety or withdrawal of service.
Where complaints about staff or volunteers are made, the principles of natural justice are utilised in the investigation process to ensure fairness for all. All complaints related to criminal matters and/or criminal allegations will be referred to the police and will not be investigated by the organisation. In such circumstances staff will endeavour to ensure any evidence required by the ACT/NSW Police or the ACT/NSW Ombudsman is not disturbed or concealed to ensure a fair and just outcome is achieved.
Appeals – The essential nature of an appeal is that it is a request by a person to reconsider a decision made by CatholicCare. Appeals may result from a person not being satisfied with one or more of the following: