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Giving feedback or making a complaint

Your voice matters. Speak out.

We aim to support, protect and promote the rights of all women accessing our services.

Why give feedback?

Your feedback is important to us. Whatever your experience, your feedback is welcome and helps us improve our services. We will treat your feedback confidentially.

To submit feedback or complaints online, please use the form on our Contact Us page.

You can also request us to send you a copy of our Feedback and Complaints brochure.

Compliment?

A compliment is when you want to tell us about a positive experience you’ve had with our service. If you feel we have done something well, please let us know. If you have been supported by us and you feel satisfied with our service, please let us know. Your comments will help us improve our services for migrant and refugee women from non-English speaking backgrounds in Western Sydney and NSW. You can also access a Client Satisfaction Survey through our Administrative Officer.

Share your thoughts.

Share your experiences by leaving us a review on our Facebook page: www.facebook.com/wespeakout

Complaint?

A complaint is when you want to tell us you are dissatisfied with our service. You are welcome to talk to us in person. You can speak with the person involved or you can talk to the Executive Officer. If you like, you can bring along a support person. If you are uncomfortable speaking with someone and prefer to put your concerns in writing, or if you wish to give feedback anonymously, you can complete the Feedback Form contained in this brochure.

Informal complaints.

If you would like to make an informal complaint you are invited to speak with the relevant staff member or Executive Officer. The receiver of the complaint will attempt to resolve the issue with you. If resolution is not achieved to your satisfaction, you are welcome to make a formal complaint .

What happens to my complaint?

All complaints will be documented and recorded in line with our Feedback and Complaints Management and Record Keeping policies and procedures. Once you have filled out the form in this brochure, you can place it in the feedback box, or post it to our PO Box. Your complaint will then be reviewed by our Executive Officer. If you have requested it, we will let you know we have received your feedback and we will discuss the next steps we are taking to address your concern.

Taking further action.

If a complaint you made is not resolved to your satisfaction, you can:

  1. Make an appointment with the Executive Officer.
  2. Have your complaint referred to the Management Committee
  3. Contact the Community Justice Centre to escalate your complaint.

Immigrant Women’s Speakout Association (IWSA) acknowledges the Barramattagal People of the lands on which we work and operate. We pay our respects and celebrate the diversity of Aboriginal peoples and their ongoing cultures and connections to the lands and waters of NSW.