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Feedback & Complaints

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Get the latest on CREATE news, information and events

GOT SOMETHING TO SAY?

Help us to make CREATE better

Tell us how you feel about our services

Let us know how we can improve

Is something bothering you? Let us know so we can something about it…

What can you do? Well there are lots of ways you can tell us how you feel. Some ideas might include:

We appreciate your feedback.

 

 

How do I give feedback or make a complaint?

CREATE wants to hear what you have to say, so giving us feedback or making a complaint is easy.

Face to face: First of all you should try to chat with a staff member you feel comfortable with, or directly to the person you have an issue with. If you are not happy to do either of these things, you can contact a supervisor.

By Mail or Email: CREATE has a Feedback & Complaints form that you can fill out and send to us via phone, email or fax.

What do I have to put in my feedback or complaint?

It is useful for us to have as much information as possible so we can understand your concerns, however, the information needs to be clear. You can include:

  • Who the concerns relate to?
  • What happened? It is useful to include the date, time, and who was involved?
  • How did the event or incident affect you?
  • Was anyone else around, or affected?
  • Identify any supporting documents or evidence?
  • What do you want to achieve? What would you like to see happen as a result of your feedback or complaint?
  • How long does it take to get an answer?

We will chat with you as soon as possible to ask you anything we are unsure of. Usually it takes 10 days for us to respond to let you know what is going to happen (process). And it could take up to 30 days for it to be finalized and in some cases a bit longer (up to 45 days).

What do we do with your feedback or complaint?

CREATE treats all feedback and complaint as a priority. Your worries are very important to us. In most cases we chat to the people or program areas that you have a complaint about and offer them a chance to provide an explanation of what happened. Our aim is to resolve the problem satisfactorily for everyone involved. In some cases we might see if you would like a meeting with the person to find a solution, or we may offer mediation. In some situations we might offer additional training, or formal action may be taken depending on the circumstances. We will keep you informed during the process.

What if you are not happy with the outcome?

If this is the case you are able to seek a review of the decision or outcome from a supervisor (refer to our line management flowchart)

If you are still not happy with the outcome you are able to progress through the escalated complaints process through CREATE using the Line Management Flowchart (call CREATE National office on 07 3062 4860 for more information for this)

If, at the end of this process are still not happy with the decision or outcome you are able to refer your complaint to the Department of Communities, Child Safety and Disability Services

Email: feedback@communities.qld.gov.au

Telephone: 1800 080 464 (free call)

Online complaints form: www.qld.gov.au/contact-us/complaints

In person: contact us to arrange an appointment

Postal address: Governance and Complaints, GPO Box 806, Brisbane Qld 4000

OR

Queensland Ombudsman

Telephone: 1800 068 908

Visit: www.ombudsman.qld.gov.au

Email: ombudsman@ombudsman.qld.gov.au.

Postal: GPO Box 3314, Brisbane, QLD 4000