Share Your Voice
Complaints and Feedback
Your insights drive our improvement. Share your thoughts to help us serve you better.
Feedback Process
Response Time
Confidentiality
Support Channels
Your Feedback Matters
Why We Value Your Input
At Counterpoint Community Services, we believe that your feedback is essential to enhancing our services and ensuring that we meet the needs of our community. By sharing your experiences and suggestions, you help us identify areas for improvement and celebrate our successes. We are committed to listening to your concerns and using your input to create a more supportive and effective environment for everyone.
Feedback and Complaints FAQ
We understand that you may have questions about how we handle feedback and complaints. Here are some common inquiries to help clarify the process.
How can I submit a complaint or feedback?
- Wherever possible, complaints are best resolved informally by the people involved
- If you have any concerns about confidentiality, you can discuss this with the person who is handling the complaint or ask to talk directly to the Management Team.
If you have a complaint regarding a staff member, please refer directly to our Management Team.
You can submit your feedback or complaint via email or by visiting one of our community centers.
What happens after I submit my feedback?
Process: we will ensure your complaint is acknowledged within 14 days
Investigate: Including keeping you informed of the process
Resolve: Promptly, usually not more than 28 days, giving you reasons for our decisions
Will my feedback remain confidential?
Yes, we treat all feedback with the utmost confidentiality and only share details with relevant team members to address your concerns.
How long does it take to resolve a complaint?
Resolution times vary depending on the complexity of the issue, but we strive to resolve all complaints within 28 days.
Can I provide feedback anonymously?
Yes, you can choose to submit feedback anonymously, although providing contact details allows us to follow up with you directly.
Who can I contact for further assistance?
If you need further assistance, please contact our team at info@counterpointcs.org.au or
call us at 02 9698 9569
If you are not satisfied with your complaint outcome or if you would prefer to lodge your complaint directly with the Counterpoint Community Services Executive Committee, you can attention your complaint (marked Private and Confidential) to the Chairperson, Counterpoint Community Services Executive Committee
If you don’t feel comfortable speaking or writing to us again with your complaint, you, a friend or support person can contact the NSW Ombudsman.
The Ombudsman is an independent watchdog whose job is to protect the rights of people using or accessing community service providers.
You can discuss your complaint with them:
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- NSW Ombudsman: 1800 451 524 or (02) 9286 1000 or nswombo@ombo.nsw.gov.au or ombo.nsw.gov.au
Share Your Feedback
We value your input and are committed to improving our services. Please use the form below to share your thoughts and concerns with us.
Submit Your Feedback
We Value Your Feedback
Your insights are crucial in helping us improve our services. We invite you to share your experiences and suggestions with us. Click below to provide your feedback or get in touch for a more in-depth conversation. Together, we can make a difference.