The CCCC is committed to providing an efficient and effective complaints handling service to clients & members, their advocates, service providers and the community. We value feedback from those who deal with us because it helps us to improve our services by revealing areas where we need to change our policies and practices.
Members and Clients of the CCCC’s services have the right to make complaints against the service or any person representing the service, and to have those complaints heard and dealt with in a responsive, fair and just manner, whilst respecting the privacy of the person making the complaint.
The complaint procedure documented in this Policy and Procedures Manual will be made known to all members and clients when they first contact the CCCC’s services. All complaints will be properly investigated and if appropriate, remedied without prejudice to the client.
The process to be followed is:
- Member or Clients to make complaint either verbally (in person at the Tuggerah Lakes Community Centre, or on the phone 02 43334401) or in writing (PO Box 4314 Bay Village NSW 2261).
- If you need an interpreter, please contact the translating and interpreting service on 131 450 and ask to be connected to our number.
- The complaint is to be noted in the Complaints Register.
- The member or client is to be offered the opportunity to have the matter dealt with at the service level in the first instance. The client may ask that an independent person of their choice be present at all meetings with the service to resolve the complaint.
- If the complaint is not resolved at the service level, the client will be encouraged and assisted by the CCCC to put the matter in writing to a specially constituted Sub Committee of the Board of Management of the CCCC. The member or client may ask that an independent person of their choice be present at all meetings with the Sub Committee Board of Management to resolve the complaint.
- If the complaint is not able to be resolved at this level, the client is to be informed of other processes, independent of the service, that they may access to resolve the complaint. Bodies who may undertake to review the matter include: the NSW Ombudsman, Privacy NSW and the Anti-Discrimination Board of NSW. The client will need to ask these bodies whether they can deal with the matter and if not, which agency can help.