Complaints

Complaints Information

Making a complaint

Gateway Community Services (GCS) is committed to providing high quality services however we may not always get it right. You can let us know where we have made a mistake by making a complaint GCS takes all complaints seriously and welcomes them as an opportunity to improve the services we provide.

What can I make a complaint about?

You have the right to make a complaint about any incident or issue that occurs during the delivery of our services, or in connection to our services.

Your Rights

We are committed to upholding your rights as a Client, including the right to:

Be free from any reprisal following a complaint, such as any change to, or cancellation of services
Be supported to report your complaints to the Aged Care Commission or Disability Services Commissioner if you are not satisfied with the way we respond to your complaint
Be involved in decisions related to resolving a complaint
Have your privacy and confidentiality protected
Remain anonymous if you choose

How to make a complaint?

You can submit a complaint by:

Speaking to a Staff Member or Management
Submitting a completed Complaints and Grievance Form and handing it to a Staff Member, Management or to Reception at the GCS Office
Sending in a written complaint
Handing in a written complaint to Reception at the GCS Office
Phone
Submitting a feedback form on www.gatewaycommunityservices.org.au
Contacting the Aged Care Quality and Safety Commission
Contacting the NDIS Quality Safety Commission

Our complaints procedure

Some complaints may be able to be resolved on the spot, while others may require more investigating and time. GCS Management will discuss with you (and your family/carer/advocate) all the details of the complaint, including the outcomes you would like to see and expected time frame for a resolution.
If appropriate, we will conduct an investigation into the circumstances surrounding your complaint
You will receive information on the outcomes of your complaint and be given the chance to ask for a review or refer the complaint to the Aged Care Quality and Safety Commission or the NDIS Quality Safety Commission
We will use your complaint to review our systems, policies and procedures to improve our services

Our obligations

For all complaints made to GCS we will:

Treat all complainants with dignity and respect
Attempt to resolve the issue to the best outcome for all parties
Keep you informed of developments regarding your complaint
Provide support to access translation, advocacy, other support services where appropriate
Report any breaches of legislation to the relevant authority