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Complaints and Feedback

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.


Complaints and Appeal Process


Feedback?

Feedback to MCCG may be provided by means of:

  • verbal (telephone 02 6162 6100 or face to face)
  • written,
  • in groups rather than individually or anonymously
  • an arranged meeting
  • In addition to these mechanisms, below are further avenues for you or your advocate to provide direct feedback:

Whether it is a compliment, a suggestion, a complaint we want to hear from you. Whatever the issue, MCCG is committed to treating your communication with us with respect, professionalism and confidentiality.

Compliments and suggestions

Feedback from our clients is important to us so we know what we are doing right and what we need to improve.

Complaints & Appeals

If you have a problem about the quality of service, you should raise the issue with us. There are two ways of doing this:

  • verbal (telephone 02 6162 6100 or face to face)
  • written,
    • via letter PO Box 3167 Manuka ACT 2603
    • via email : [email protected] The process to lodge a written complaint is:

Send a letter or email to the attention of the Manager or Director to [email protected]  or complete MCCG Complaint Form which is available at any of our offices or on our website.

MCCG will acknowledge the complaint within 2 working days of receiving it.

Your complaint will be investigated and you will receive a written response within 28 days.

If you are still unhappy with the action taken you have the right to approach:

Appeals

If you are not satisfied with the original decision made by MCCG, you have the right to request that the decision be reviewed by Marymead CatholicCare Canberra & Goulburn’s Deputy Chief Executive Officer by sending us a letter (PO Box 3167 Manuka ACT 2603) or email ([email protected]). The Deputy Chief Executive Officer will review your case and the decision made. You will be advised in writing of the outcome of this appeal within 20 working days.


Advocacy Services

A list of advocates and their services specially related to supporting consumer, clients, and carers through making a complaint are included below:


 
ADACAS
ACT Human Rights Commission Advocacy for Inclusion
Individual advocacy for people with disabilities, people who are ageing and their carers.

Phone: (02) 6242 5060

TTY: Call 133 677 and ask for 02 6242 5060

Email: [email protected]

Website: https://adacas.org.au

Office: Unit 14/6 Gritten Street

Weston Community Hub

Weston, ACT 2611



Investigate complaints about services in the ACT including health, disability, older people and services for children and young people.

Phone: (02) 6205 2222

TTY: (02) 6205 1666

Email: [email protected]

Website: https://hrc.act.gov.au

Office: Allara House, 56 Allara St, Canberra, ACT, 2601





Providing individual and systemic advocacy to improve life for people who have a disability. ACT member agency of the National Council on Intellectual Disability.

Phone: (02) 6257 4005

Email: [email protected]

Website: www.advocacyforinclusion.org

Address: Griffin Centre, 2/20 Genge St, Canberra, ACT, 2601






Canberra Community Law ACT Ombudsman NSW Ombudsman
Provides free legal services to people on low incomes or facing other disadvantage in Canberra and its region.

Phone: (02) 6218 7900

Email: [email protected]

Website: www.canberracommunitylaw.org.au

Office: Level1, 21 Barry Drive, Turner, ACT, 2612


The ACT Ombudsman can investigate complaints from people who believe they have been treated unfairly or unreasonably by an ACT Government Directorate or agency.

Phone: 5117 3650

Website: www.ombudsman.act.gov.au

Office: Level 5,14 Childers Street,
Canberra, ACT, 2601



The NSW Ombudsman can investigate complaints from people who believe they have been treated unfairly or unreasonably by a NSW Government Directorate or agency

Phone: 1800 451 524

Website: www.ombo.nsw.gov.au

Office: Level 24, 580 George Street,

Sydney NSW 2000




ACT Official Visitor Scheme Aged Care Quality and Safety Commission NDIS Quality & Safeguard Standards Commission
Official Visitors are appointed to safeguard standards of care and treatment and to advocate for your rights and dignity

Phone: 1800 150 036

TTY: 1800 424 183

Website: https://www.ovs.act.gov.au/home







Phone: 1800 951 822

TTY: 1800 555 677 then ask for the number 1800 951 822

Website: https://www.agedcarequality.gov.au

Email: [email protected]

Mail: Aged Care Quality and Safety Commission
GPO Box 9819, in your capital city





Phone: 1800 035 544

TTY: Phone 133 677 then ask for the number 1800 035 544

Email: [email protected]

Website: https://www.ndiscommission.gov.au/contact-us


If we are unable to resolve your complaint or you do not believe that your concerns have been dealt with adequately, you can contact the ACT Ombudsman’s Office on (02) 6276 3773 Indigenous Line 1800 060 789 or the NSW Ombudsman’s Office on (02) 9286 1000 or toll free 1800 451 524

If you are an NDIS Participant, you can contact the NDIS Quality and Safeguards Commission by telephoning: 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 are after. For TTY calls: 133 677. For Speak and Listen calls: 1300 555 727.

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

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