We value your feedback

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.

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).

Families and Young People

NDIS

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

Aged Care

Queensland Community Support Scheme

All Services

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.

Feedback & complaints

  • About you

    (Please note this is optional, however if you would like us to get in touch, you will need to fill this out)

  • What would you like to tell us?

    Feedback or compliments

    Tell us about what you like, what you think we could improve or about the way we do things. The feedback and compliments you provide will be forwarded to the relevant parties.

    Complaints

    Tell us about something that you are not happy about. If you are making a complaint, you are telling us you would like us to improve things. You can choose to be contacted and be involved in the follow-up process by including your details above.

  • Please tell us what happened. If possible include the date, where you were and how you feel about it.
  • This field is for validation purposes and should be left unchanged.