Your Feedback Shapes Our Services
At Centacare, we genuinely value your feedback—whether it’s a compliment, a concern, or a suggestion. Your opinions are essential to helping us maintain the high standards of service and care that our community deserves. We believe that every piece of feedback is an opportunity for growth and improvement, and we’re committed to listening to you and thank you for being a vital part of our journey!
How to
Provide feedback
Centacare is entrusted to assist and empower clients and staff to meet their needs in a professional, respectful and collaborative manner. Services are accessible to all, especially the disadvantaged and vulnerable.
What can I give feedback about?
You can give feedback if you feel you have been unfairly treated by Centacare at any time.
You can make a complaint about the service you receive from Centacare.
How do I give feedback?
- Complete the form on this website
- Write a letter
- Phone us
- Email us
Please note Centacare’s phones do not operate out of business hours.
To lodge your feedback, complaint please call during office hours, or lodge via the online form, or email us at hr@centacareswnsw.org.au
What happens then?
- The person receiving your feedback will contact you within 2 working days
- We will then follow up with you at 7 and 14 days and as agreed thereafter to keep you informed of progress.
- We will engage and consult with you and other stakeholders on the matters raised.
Can I give feedback to someone outside Centacare?
If we can’t help you, we will refer you to someone who can.
For complaints regarding NDIS Support, you can contact the NDIS Commission via email: contactcentre@ndiscommission.gov.au or call 1800 035 544
Online
Feedback form
Please complete the feedback form below or, alternatively, you can download our Feedback, complaints and compliments brochure (PDF).
Our responsibilities &
Code of ethics
Centacare’s code of ethical practice is inspired by the teaching of the Catholic Church on social justice.
CODE OF ETHICS
All members of staff and volunteers of Centacare will adhere to policies, programs and procedures which:
- Protect and uphold every person’s right to live with dignity.
- Respect the fundamental and central role of the family in society.
- Acknowledge the individual’s right to:
- Live a full life without undue social control and unwarranted interference.
- Participate in decision-making processes affecting their personal and community life.
- Ensure services are available to all people whatever their race, ethnic background, creed, sexuality or disability.
- Uphold confidentiality on information within the limits of the law.
OUR RESPONSIBILITIES TO OUR PARTICIPANTS
Centacare recognises and upholds its responsibilities to clients. The agency will:
- Advise clients of their rights and provide a written copy of such rights as requested.
- Treat individuals with respect and preserve their rights to dignity and privacy.
- Advise clients of Centacare’s confidentiality policy advise clients of the grievance and/or complaints policy and provide a copy upon request.
- Refer and liaise with other services of Centacare and/or external agencies as appropriate.
- Where appropriate, encourage service users and their carers to have the support of another person to act as their advocate and promote best practice and quality of service.
- Ensure access to services is equitable.
