Complaints Policy & Process

A Step-by-step guide

The staff at NABS believes in improving our service and believes that all consumers of the service have the right to offer comments or make complaints in relation to their use of the service. We support the following:

• Stakeholders have the right to make a comment or complaint
• Complaints will be acknowledged
• Complaints will be accurately recorded
• Complaints will be dealt with fairly, promptly, confidentially and without prejudice.
• Resolution of complaints will be pursued within the scope of the organisation.
• The person making the complaint will receive clear information on the progress of the complaints process.
• Complainants may be referred to alternative processes or advocacy groups for further avenues of address.

We encourage your feedback so that we can work together to resolve your concerns and complaints in a constructive and timely manner. Should you have any comment or complaint, please take the time to inform us, so that we can deal with the matter as expediently as possible. Where possible all names will remain confidential however the details of the complaint may have to be shared, with your approval, in order to resolve the problem.

Criminal offences will be reported to the relevant State Police Service.

What To Do?

If you have a comment or complaint about NABS services you can tell the NABS Call Centre Coordinator by:

• Writing your comment or complaint in a letter, fax or email.
• Sending you comment or complaint in an SMS.
• Communicating directly with the Coordinator via the relay service or TTY.

OR you can use the feedback form on the NABS web site.

If you are unable to make a comment or complaint yourself for some reason then we encourage you to seek assistance in this.

What will happen then?

Your comment or complaint will be investigated and you will be informed of what action has taken place to ensure that everything has been resolved in the best way possible for all concerned. You will receive feedback on a regular basis until a complaint is resolved.

You will receive a reply within 5 working days if your comment or complaint is received in writing.

Your comment or complaint will be recorded by the coordinator if you make contact via the call centre or TTY. You will receive a reply within 5 working days.

Your comment or complaint will be kept strictly confidential within the NABS call centre and will only be seen by appropriate NABS staff members.

What if I am not happy?

If you are not happy with the action taken by the NABS Call Centre Coordinator, you have the right to make you comment or complaint to the Director of Community Services, Wesley Mission Brisbane. The Director can be contacted at the Corporate Office of WMB on Ph. (07) 3621 4500 or Fax (07) 3621 4555.

Filing

Your comment or complaint will be logged and filed and kept as a record for the duration of the NABS contract period (until 30 June 2010).