Tenants Complaints and Appeals Information

Complaints – Marymead CatholicCare Canberra and Goulburn (MCCG) views complaints as an essential component to quality improvement.  We believe that it is the right of all individuals, parties and agencies to provide feedback regarding Marymead CatholicCare Canberra and Goulburn (MCCG) and service delivery and any individual, advocate, agency, community or stakeholder may express dissatisfaction related to Marymead CatholicCare Canberra and Goulburn (MCCG) without fear of retribution, safety or withdrawal of service.

Where complaints about staff or volunteers are made, the principles of natural justice are utilised in the investigation process to ensure fairness for all. All complaints related to criminal matters and/or criminal allegations will be referred to the police and will not be investigated by the organisation. In such circumstances staff will endeavour to ensure any evidence required by the ACT/NSW Police or the ACT/NSW Ombudsman is not disturbed or concealed to ensure a fair and just outcome is achieved.

Appeals – The essential nature of an appeal is that it is a request by a person to reconsider a decision made by Marymead CatholicCare Canberra and Goulburn (MCCG).  Appeals may result from a person not being satisfied with one or more of the following:

1. Disagree with the findings of the investigation
2. Disagree with the outcome of the investigation
3. Appeals against the decision arising from the complaint

• Appeals should be lodged in writing within 20 working days of notification of the completion of the complaints and outcomes process.
• All appeals are reviewed by the Deputy CEO and the recorded outcome of the assessment appeal will be the most favourable result for the person from either the original assessment or reassessment
• Where there are no further avenues within Marymead CatholicCare Canberra and Goulburn (MCCG)for appeals, information on external appeals processes are made available via the NSW and ACT Ombudsman’s Office.