COMPLIMENTS & COMPLAINTS
Compliments & complaints
We value your feedback
At Mercy Community we welcome feedback about our services from people we support, family and friends, stakeholders and members of the public.
This feedback helps us improve our processes and continue to deliver quality services and supports. You can:
- tell us how you feel about our services
- let us know how we can improve
- if something is bothering you, let us know so we can do something about it.
How do I provide feedback?
If you have feedback or a compliment, or would like to make a complaint, you can tell us in the following ways:
Talk to a Mercy Community worker or manager. The first thing you should do is talk to our team so that they can clarify how you would like your matter dealt with.
Submit a formal piece of feedback, compliment or complaint by downloading the Feedback, compliments and complaints form and filling out the details.
Once complete, please scan to feedback@mercycommunity.org.au or mail to PO Box 508, Lutwyche QLD 4030
Use the online form on this page.
To download the Feedback, compliments and complaints brochure and for more information please click here.
We want you to be confident that your voice is being listened to, once your feedback has been submitted, we’ll make sure we respond to your feedback or concerns. However, you may also choose to provide feedback anonymously.
Can I get help to give feedback or make a complaint?
Yes. We can help by:
- arranging an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on 13 14 50
- writing out your feedback for you
- communicating via the National Relay Service if you’re deaf, have a hearing or speech impairment. Visit the Australian Government National Relay Service.
What if you are not happy with the outcome?
If you have made a complaint and are not happy with the way it has been handled, the below agencies might be able to help (check with us if you are not sure).
Aged Care
Aged Care Quality and Safety Commission
Aged and Disability Advocacy Australia
Older Persons Advocacy Network
Disability Supports (NDIS)
NDIS Quality and Safeguards Commission
Aged and Disability Advocacy Australia
National Injury Insurance Scheme Queensland
* Free call on landline or TTY 133 677. Interpreters can be arranged or call the National Relay Service.
Families and Young People
Department of Child Safety, Seniors and Disability Services
CREATE Foundation
Department of Social Services
Queensland Community Support Scheme
Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and the Arts
All Services
Queensland Human Rights Commission
A complainant has a right to escalate a human rights complaint to the Queensland Human Rights Commissioner if 45 business days have elapsed and the person has either not received a response to the complaint or has received a response the person considers to be an inadequate.
Get in touch
If you need more info or have any questions you can contact our team at our Corporate Office.
- (07) 3866 4160
- PO Box 508, Lutwyche QLD 4030
- feedback@mercycommunity.org.au
