How do I make a complaint?
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.
What happens after I make a 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.
What if my complaint is not satisfactorily addressed?
If you feel that opportunities for resolution directly with CatholicCare have been exhausted or you do not feel comfortable contacting CatholicCare directly, you may submit a feedback or complaint to the Diocese of Maitland-Newcastle via the following pathways:
• Via Complaints Resolution phone line: 1300 461 831
If you still 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:
- supporting the outcome provided by CatholicCare
- requesting CatholicCare initiate an alternative solution to address the complaint
- requesting CatholicCare investigate the complaint further and provide proposed solutions to the complainant and the Ombudsman for the purpose of a resolution
- detailing actions to CatholicCare to minimise the potential for a recurrence of the issue.
For further information about the formal complaints process, visit the NSW Ombudsman “Complaints about community and disability services” website.
Privacy and confidentiality in the complaints process
As a service provider, CatholicCare is bound by CG-CC-PO-02 Privacy Policy to ensure all information is kept secure and not disclosed to any other parties, except when required by law. Similarly, CatholicCare will always maintain confidentiality in the management of the complaints process.
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.
Housing Complaints and Appeals
If you are a tenant of a CatholicCare community housing property and wish to make a complaint or provide feedback about your housing service, please click here.
CatholicCare Social Services Hunter-Manning is committed to resolving complaints fairly, respectfully and promptly. If you are dissatisfied with the outcome of a complaint or a decision affecting your community housing tenancy, you have the right to request an appeal.
Appeals relating to community housing services and tenancy decisions are reviewed by the Housing Appeals Committee, an independent panel that considers whether the decision or action was fair, reasonable and consistent with CatholicCare's policies and procedures. Information about the appeals process is available in the Appeals Policy, which can be accessed here.
If you remain dissatisfied after the appeal process has been completed, you may contact the NSW Registrar of Community Housing, who oversees registered community housing providers in New South Wales.
NSW Registrar of Community Housing Website: https://www.facs.nsw.gov.au/housing/help/ways/complaints/community-housing-complaints
Please note that the Housing Appeals process applies only to tenants living in CatholicCare’s community housing properties. Appeals relating to other CatholicCare programs and services, including Supported Independent Living (SIL) and Out-of-Home Care services, are managed through CatholicCare's general appeals process.
