Feedback, complaints and appeals

Marymead CatholicCare Canberra & Goulburn (MCCG) understands the importance and value of clients being involved in MCCG’s decision making processes about issues that affect them.

Whether it is a compliment, a suggestion or a complaint – we want to hear from you. Feedback about our quality of service is important so we know what we are doing right and what we need to do to improve. Whatever the issue, MCCG is committed to treating your communication with us with respect, professionalism and confidentiality.

Feedback to MCCG can be provided in the following ways and you are welcome to identify yourself or remain anonymous:

• verbally (via telephone on 02 6162 6100 or face to face)
• in writing,
• via the tenant feedback form
• via letter at PO Box 3167 Manuka ACT 2603
• via email at [email protected]
• via an MCCG Complaint Form which is available at any of our offices or on our website
• in an arranged meeting (via group or individually)

If you have a formal complaint or wish to appeal a decision made by MCCG, it will be handled in line with the below process.

Advocacy Services

A list of advocates and their services specially related to supporting consumers and carers through making a complaint are included in the MCCG Complaint Form.

If MCCG are unable to resolve your complaint or you do not believe that your concerns have been dealt with adequately, you can also contact:

• the ACT Civil and Administrative Tribunal if you are a tenant
• the ACT Ombudsman’s Office on (02) 6276 3773 or on 1800 060 789 for their Indigenous Line,
• the NSW Ombudsman’s Office on (02) 9286 1000 or toll free on 1800 451 524, or
• the NDIS Quality and Safeguards Commission if you are an NDIS participant on 1800 035 544 (free call from landlines).

If you have a hearing or speech impairment, you can access any of the numbers above by calling the National Relay Service (NRS) and asking them to call the number you need. For Teletypewriter calls phone 133 677 and for Speak and Listen calls phone 1300 555 727.

*Please note Marymead CatholicCare collects, manages, uses and discloses personal information in accordance with the The Privacy Act 1988.