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
What happens then?
- The person receiving your feedback will contact you within 7 working days
- Your feedback will be heard. Your may choose a personal interview
- We will ask you how you think the matter can best be resolved
- We will also offer suggestions to help resolve the matter
- When your matter is resolved you will receive written confirmation
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.Â
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.
Centacare South West NSW offices
We are passionate about supporting all people in our community. We belong to the Wagga Wagga, Albury, Griffith and the surrounding communities Coolamon, Corowa, Finley, Jerilderie, Junee, Leeton, Narrandera and Mulwala.
ALBURY
SLATTERY CENTRE
449 Olive Street
Albury NSW 2640
PO Box 3143
Albury NSW 2640
E: info@centacareswnsw.org.au
P: 1300 619 379
F: 02 6921 1375
Office hours may vary due to Covid, please contact 1300 619 379 to confirm
GRIFFITH
140 Yambil Street
Griffith NSW 2680
PO Box 2330
Griffith NSW 2680
E: info@centacareswnsw.org.au
P: 1300 619 379
F: 02 6921 1375
Office hours may vary due to Covid, please contact 1300 619 379 to confirm
MULWALA
109 Melbourne Street
Mulwala NSW 2647
PO Box 3143
Albury NSW 2640
E: info@centacareswnsw.org.au
P: 1300 619 379
F: 02 6921 1375
Office hours may vary due to Covid, please contact 1300 619 379 to confirm
WAGGA WAGGA
203 Tarcutta Street
Wagga Wagga NSW 2650
E: info@centacareswnsw.org.au
P: 1300 619 379
F: 02 6921 1375
Office hours may vary due to Covid, please contact 1300 619 379 to confirm