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Feedback and Complaints at Deaf Services and the Deaf Society

Here at Deaf Services and the Deaf Society we welcome all forms of feedback, no matter if it is positive or negative. Should you wish to make an official complaint, we have a strict procedure for ensuring your confidentiality, that you are treated with respect, and that you are supported to seek a resolution. 

 

All complaints are handled as per our Feedback and Complaints Management Procedure.

Here are things to know when making a complaint: 

  • You are free to give feedback first or make a formal complaint straight away 
  • All complaints are treated confidentially and you will not be vilified or disadvantaged by making a complaint 
  • You have the right to support in resolving your complaint. This means you can involve a family member or other representative, or an advocacy service of your choice. 
  • We are happy to provide you with information regarding translation and/or interpreting services to assist you to make your complaint. 

Our complaints procedure is as follows: 

Step 1: Once you have submitted your complaint in writing or via video, you will receive acknowledgement that Deaf Services and the Deaf Society has received your complaint. 

Step 2: Your complaint is assessed by a Manager from our People & Culture Team. If deemed necessary, this Manager may then appoint an Investigating Officer, who will contact you to discuss the complaint. 

Step 3: The person handling your complaint will decide on the best course of action based on the information provided. 

Step 4: The person handling your complaint will contact you to discuss what actions have been proposed or have been taken following your complaint. They will seek your feedback on whether you are satisfied with these actions. 

Step 5: If, in your view, the complaint has not been resolved, you may request a review of your complaint, or appeal the decision. 

 

If you have compliments, suggestions or complaints you can provide these to Deaf Services and the Deaf Society in a number of ways.

By mail: You can download a Feedback form and mail it to our Moorooka Office. 

Phone: (07) 3892 8500

Fax: (07) 3392 8511

Skype: Our Skype name is 'Deaf Services Reception'.

In person: At any of our offices. 

Email: feedback@deafservices.org.au

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