Feedback, Compliments and Complaints

DVNQ is committed to ensuring that any person or organisation using its services or affected by its operations has the right to provide feedback, lodge a complaint, or appeal a decision of the organisation. Concerns will be addressed in ways that ensure access and equity, fairness, accountability, and transparency. Feedback informs how best to support clients through the services we deliver.

A person wishing to make a complaint may do so in writing or verbally to:

• the staff member they were dealing with at the time
• the supervisor of that staff member
• the Management Committee, or
• a nominated external organisation

Written complaints can be submitted via:
Completing a complaints form.
Written complaint sent to: PO Box 6061, Townsville QLD, 4810 – Attention: CEO
Written complaint emailed to CEO@dvnq.org.au.

The CEO is responsible for receiving this correspondence and directing it to the appropriate person.

A verbal complaint can be made by contacting one of the above mentioned persons via phone, email or in-person to organise a confidential meeting (Note: the meeting will be recorded).

As far as possible, complaints or appeals will be investigated and resolved within twenty-eight (28) working day. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.