Complaints and Feedback

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 (contained in the ‘Your Feedback is important to us’ brochure)
• 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 abovementioned persons via phone, email or in-person to organise a confidential meeting (Note: the meeting will be recorded).

A formal response will be provided within 10 working days.