Complaints and Feedback

NQDVRS is committed to listening to and hearing from people using the service. Feedback, both positive and negative, is an opportunity for active engagement and participation of clients and stakeholders and forms part of our continuous improvement. The staff team at NQDVRS encourages feedback from people using the service.

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@nqdvrs.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.