Feedback, Complaints & Compliments…

We are passionate about supporting all people in our community.

At Centacare, we consider feedback, whether good or bad, essential to ensuring our services and staff meet the needs of the community and to a high standard.

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 or download the feedback form
  • 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

Feedback form

You can complete the feedback form on this website or, alternatively, you can download and complete the Feedback, complaints and compliments brochure (PDF).

Feedback is important to us. At no time will you be discriminated against for making a complaint. 

Feedback
My Feedback is about:
I would prefer to be contacted by:
I would like a personal interview about my feedback
I need an interpreter
I am happy to receive news about upcoming courses, events, promotions, competitions and good news stories from Centacare.

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.