Complaints Policy

Complaints and Feedback Policy

  • Everyone has the right to

    • make a complaint or
    • give feedback to CID.

  • We deal with complaints in a fair way.

  • The way we deal with complaints is in our Complaints and Feedback Management Policy.

    This is the Easy Read version of this policy.

     

     

Complaints

  • You can complain if you think CID did not give you good service.

    This could be because CID treated you

    • differently
    • unfairly
    • rudely

  • You can complain about

    • our services
    • information we gave you

  • You can complain about

    • a staff member
    • a CID contractor
    • a member
    • a member of the Board

  • If you make a complaint to CID we will

    • Listen to you.
    • Write your complaint down.

  • We will deal with your complaint quickly.

    We will tell you what is happening.

  • CID will keep your information private.

  • We will not treat you badly for making a complaint.

  • We will get an interpreter if you need one to make a complaint.

Feedback

  • You can give CID feedback.

    Feedback is information that can help make things better.

    Feedback does not need to be investigated.

  • Feedback can also be about a good experience.

    Feedback may be shared with staff members.

Making a complaint at CID

  • You can talk to any staff member about your complaint.

    You can ask someone to support you.

  • You can write a letter or send an email to

    info@cid.org.au

  • You can phone us at CID.

    Phone 1800 424 065

What happens when you make a complaint?

  • CID will give you choices.

  • You can talk to the person who the complaint is about.

  • You do not have to do this if you do not want to.

  • You can talk to a manager or the CEO.

  • If it cannot be fixed in 1 day the complaint goes to the CEO.

  • Serious complaints go to the CEO straight away.

What happens next?

  • CID will investigate the complaint and get back to you in 3 weeks.

  • CID will keep information about your complaint confidential.

  • The complaint will be recorded on the CID Complaints Register.

  • The CEO will tell the Board about your complaint.

  • The CEO will tell DSS if the complaint is about a project funded by DSS

How to contact CID to make a complaint

  • You can make a complaint or give feedback to CID by

    Email  info@cid.org.au

  • Phone 1800 424 065

If you need support to make a complaint about CID.

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