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 are using one of our services and would like to make a specific complaint, please read the If you have a complaint section here.
If you have a complaint
If you’d like to make a complaint about using any of our services, please talk to the staff member you usually interact with. They will be happy to discuss your complaint and try to resolve your issues.
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.
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:
- Email firstname.lastname@example.org
- Post to PO Box 525, Lismore NSW 2480
- Fax (02) 6622 0235
- In person at our Lismore Community Hub
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.
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.
All complaints to the CEO will be handled confidentially, protecting the identity of those involved as well as the complaint details.
Online feedback form
Many tracks, one road, sustaining community.
Community Gateway is a registered charity and QIP accredited, assessed against the Quality Improvement Council Health and Community Services 7th Edition Standards.
We acknowledge the traditional custodians of the lands on which we work and meet, and offer our respect to their elders, past, present and future.
Send us a message now
Copyright © 2020 Northern Rivers Community Gateway. All rights reserved.