Feedback and complaints


We want to know what you think!

Community Gateway welcomes your feedback. Feel free to complete the online feedback form below and let us know what you think. You can also download and print out a paper version. If you have a complaint, please read the Complaints section below

Online feedback form

What is your feedback about?

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If you would like to make a specific complaint, please follow the steps below.

Step 1

If you’d like to make a complaint about any of our services or staff, please talk to the staff member you usually interact with. They will be happy to discuss your complaint and try to resolve your issues.

Step 2

If you’re unable to approach the staff member directly, or you would like assistance to do this, we invite you to enlist an advocate to help you. An advocate is anyone you choose, such as a family member or friend, or an advocacy agency. Your advocate can speak to us on your behalf about your complaint and they can be involved at each step of the process.

Step 3

If your complaint can’t be resolved with the relevant staff member or you don’t feel comfortable discussing your complaint with them, you can request that your complaint be addressed by our Chief Executive Officer. In this case, address your complaint in writing to our Chief Executive Officer via one of the channels below:

Within 7 days we will confirm receipt of your complaint. Our Chief Executive Officer will investigate, seek a resolution and respond to you within 20 working days.

All complaints to the CEO will be handled confidentially, protecting the identity of those involved as well as the complaint details.

Step 4

If your complaint is not satisfactorily resolved by our CEO, we invite you to seek external dispute resolution including mediation and conciliation. If such external resolution is unsatisfactory, the organisation managing your complaint will refer it to an external government agency such as the NSW Ombudsman.

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