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.

If you are wishing to make a complaint you may do so in writing or verbally to:

• the staff member they were dealing with at the time
• the supervisor of that staff member or DVNQ management
• 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.

Complaints can be provided via any of these avenues anonymously.

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).

If you need help to give feedback or make a complaint you can ask a trusted person to support you, or to make a complaint on your behalf. We will need to check that you have given permission for this.

At DVNQ we can help by:

• Arranging a language interpreter service
• Arranging the Deaf Connect Interpreter Service

What happens after providing feedback or making a complaint?
 DVNQ is committed to the following timescale:

• Inform you or your advocate in writing within two (2) working days that our complaint has been received and provide you with information about the process and time frame. 
• Inform you or your advocate in writing within ten (10) working days of the complaint being received, what is being done to investigate and resolve it, and the expected time frame for resolution.
• As far as possible, complaints or appeals will be investigated and resolved and you or your advocate notified in writing the outcome within twenty-eight (28) working days of being received. If this time frame cannot be met, you or your advocate will be informed of the reasons why and of the alternative time frame for resolution.

 
Your right to lodge an appeal
You or your advocate may lodge an appeal if you disagree with a decision made by the organisation, or by a staff member, related to your complaint. 
An appeal should be made in writing and submitted (using the contact details above) requesting the complaint to be reviewed by the President of the COCAITH Management Committee.
A review of the initial investigation and decision will be made, and you or your advocate will be notified of the Appeal outcome. 
 
How to make complaints externally
There are multiple external avenues for complaints:

• The Queensland Human Rights Commission:
  Phone: 1300 130 670
  Web: https://www.qhrc.qld.gov.au/complaints
  Email: enquiries@qhrc.qld.gov.au
• The Victims’ Commissioner for victims of violent crime, including domestic and family violence, who believe their rights under the Charter of Victim’s Rights have not been upheld:
  Web: Make a complaint | The Office of the Victims' Commissioner
• The Office of the Australian Information Commissioner - if the complaint relates to breach of privacy or confidentiality:
  Phone: 1300 363 992
• Department of Families, Seniors, Disability Services and Child Safety:
  Phone: 13 QGOV (13 74 68) to reach a 24/7 government customer service phoneline
  Web: families.qld.gov.au/contact-us/compliments-complaints
  Email: Families and Child Safety feedback@families.qld.gov.au