At Mercy Community we welcome feedback about our services from people we support, family and friends, foster and kinship carers, stakeholders and members of the public.

This feedback helps us improve our processes and how we deliver our 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 or make a complaint?

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 here on this page
• To download the Feedback, compliments and complaints brochure and for more information please click here

You can also give us feedback anonymously OR if you provide us with your contact details and we’ll make contact with you and talk about your feedback or concerns and what we are doing about them.

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.

Families and Young People

• Department of Children, Youth Justice and Multicultural Affairs
  1800 080 464 or visit www.csyw.qld.gov.au
• CREATE Foundation
  1800 655 105 or visit www.create.org.au/feedback-complaints
• Queensland Foster and Kinship Care
  (07) 3256 6166 or www.qfkc.com.au
• Department of Social Services
  1800 634 035 or visit
  www.dss.gov.au/contact/feedback-compliments-complaints-and-enquiries

NDIS

• NDIS Quality and Safeguards Commission
  1800 035 544 * or visit www.ndiscommission.gov.au/about/complaints
• Aged and Disability Advocacy Australia
  1800 818 338 or visit www.adaaustralia.com.au/contact
• National Injury Insurance Scheme Queensland
  1300 607 566 or visit www.niis.qld.gov.au/contact-us/contact

* Free call on landline or TTY 133 677. Interpreters can be arranged or call the National Relay Service.

Aged Care

• Aged Care Quality and Safety Commission
  1800 951 822 or visit www.agedcarequality.gov.au/making-complaint
• Aged and Disability Advocacy Australia
  1800 818 338 or visit www.adaaustralia.com.au/contact
• Older Persons Advocacy Network
  1800 700 600 or visit www.opan.com.au

Queensland Community Support Scheme

• Department of Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships
  1800 491 467 or visit www.communities.qld.gov.au/about-us/customerservice-compliments-complaints

All Services

• Queensland Human Rights Commission: 1300 130 670 or
  visit www.qhrc.qld.gov.au/complaints/make-a-complaint

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.