If you have an issue with the way the Office of the Guardian has managed its relationship with you, we want to resolve it quickly and respectfully. We value your right to make a complaint and to help you.
You can make complaints in person, by phone or in writing. The complaint may come directly from you, from an agency or from someone advocating for you.
What will happen to your complaint?
If possible, raise your issue with the staff member who has been involved in the matter. They will try to resolve it on the spot, which is often the quickest way.
If you do not want to discuss it with the staff member concerned or you are not satisfied with the outcome, you can call us on 8226 8570 and one of our staff will help you put your complaint in writing. Alternatively you can email your complaint to firstname.lastname@example.org.
After you have made your complaint, the Guardian/Training Centre Visitor will arrange to meet with you. You are welcome to have a friend or supporter present at the meeting if you wish.
How long will this take?
We will try to resolve your complaint as quickly as possible. Once you have lodged your written complaint you will be contacted to explain the process and we will arrange to meet you as soon as possible.
You will be kept informed of the progress of your complaint.
What information do you need to provide?
In order to help you with your complaint we need to know:
- what the complaint or concern is about
- details of what you are unhappy or concerned about
- what you would like as an outcome.
The Guardian/Training Centre Visitor may also collect other information from you, and relevant third parties, during the process.
What can you do if you are unhappy with the proposed outcome?
If you are unhappy with the decision of the Guardian/Training Centre Visitor or if the complaint is about the Guardian/Training Centre Visitor, you may wish to contact: