Complaints and Feedback
Marymead CatholicCare Canberra & Goulburn (MCCG) understands the importance and value of clients being involved in MCCG’s decision making processes about issues that affect them.
Feedback?
Feedback to MCCG may be provided by means of:
verbal (telephone 02 6162 6100 or face to face)
written,
via letter PO Box 3167 Manuka ACT 2603
via email [email protected]
in groups rather than individually or anonymously
an arranged meeting
In addition to these mechanisms, below are further avenues for you or your advocate to provide direct feedback:
Whether it is a compliment, a suggestion, a complaint we want to hear from you. Whatever the issue, MCCG is committed to treating your communication with us with respect, professionalism and confidentiality.
Compliments and suggestions
Feedback from our clients is important to us so we know what we are doing right and what we need to improve.
Complaints & Appeals
If you have a problem about the quality of service, you should raise the issue with us. There are two ways of doing this:
verbal (telephone 02 6162 6100 or face to face)
written,
via letter PO Box 3167 Manuka ACT 2603
via email [email protected] process to lodge a written complaint is:
Send a letter or email to the attention of the Manager or Director to [email protected] or complete MCCG Complaint Form which is available at any of our offices or on our website.
MCCG will acknowledge the complaint within 2 working days of receiving it.
Your complaint will be investigated and you will receive a written response within 28 days.
If you are still unhappy with the action taken you have the right to approach:
Appeals
If you are not satisfied with the original decision made by MCCG, you have the right to request that the decision be reviewed by Marymead CatholicCare Canberra & Goulburn’s Deputy Chief Executive Officer by sending us a letter (PO Box 3167 Manuka ACT 2603) or email ([email protected]). The Deputy Chief Executive Officer will review your case and the decision made. You will be advised in writing of the outcome of this appeal within 20 working days.
Advocacy Services
A list of advocates and their services specially related to supporting consumer, clients, and carers through making a complaint are included below:
If we are unable to resolve your complaint or you do not believe that your concerns have been dealt with adequately, you can contact the ACT Ombudsman’s Office on (02) 6276 3773 Indigenous Line 1800 060 789 or the NSW Ombudsman’s Office on (02) 9286 1000 or toll free 1800 451 524
If you are an NDIS Participant, you can contact the NDIS Quality and Safeguards Commission by telephoning: 1800 035 544 (free call from landlines).
If you have a hearing or speech impairment, you can access any of the numbers above by calling the National Relay Service (NRS) and asking them to call the number you are after. For TTY calls: 133 677. For Speak and Listen calls: 1300 555 727.
*Marymead CatholicCare collects, manages, uses and discloses personal information in accordance with the The Privacy Act 1988.
