The best way to address a problem is to communicate with the staff member involved. If you require additional support, you can ask a friend, carer or advocate to come along with you to talk with the staff member.
If resolution of the issue is outside the staff member’s authority, you will be provided with the details of the relevant person who can assist you. Alternatively, you may be provided with information to assist you in forming a written complaint.
You will be notified in writing within 48 hours of receipt that CatholicCare has your complaint, along with the details of the staff member assigned to investigate.
CatholicCare will investigate and provide confirmation to you when the complaint has been addressed, or if another course of action is to be taken.
You will receive updates from your assigned contact on the process of the investigation.
If you feel your complaint has not been satisfactorily addressed, you may make an official complaint to the NSW Ombudsman.
The Ombudsman will address the formal complaint through a review of CatholicCare’s processes. Outcomes may include:
For further information about the formal complaints process, visit the NSW Ombudsman “Complaints about community and disability services” website.
Both CatholicCare and complainants are expected to maintain appropriate conduct during the investigation of complaints to allow an effective process in addressing the listed issues.