Feedback & Enquiries Information

GCLA’s COMMITTMENT

Gladstone Community Linking Agency are committed to listening to our customers and stakeholders. We value your feedback as it assists us to continually meet or exceed your expectations of GCLA. 

HOW TO LODGE YOUR FEEDBACK WITH GCLA

For your convenience, our online Feedback form enables you to lodge your Feedback, Compliment or Enquiry via our website.  Feedback forms will be responded to as soon as possible, during office hours.

Forms are also available from our facilities or can be emailed or mailed to you on request.

Complaints may also be made using our online feedback form, please see GCLA’s complaints process below.

PROVIDING FEEDBACK ANONYMOUSLY

Please feel free to provide your feedback anonymously. 

While we invite you to remain anonymous, if that is your preference, please be aware that by choosing this option, we are unable to provide a response or to update you with any correction actions or improvements that we make as a consequence of the information you have provided.

COMPLAINTS PROCESS

If our services have not met your expectation, GCLA’s complaints process, outlined below, assists us to investigate and try to resolve the issue for you as soon as possible.

Step 1  

Contact your assigned GCLA Representative or the Service Delivery Manager or use an advocate to negotiate on your behalf.

Your complaint may also be made in writing by completing a complaints’ form at one of our facilities or via our online Feedback form.

Step 2  

If you are not satisfied with the outcome, or not comfortable in discussing the issue with the Service Delivery Manager, contact should then be made with the CEO.  The matter may be referred for mediation.

Step 3  

Where the matter is not successfully resolved by referral to the CEO or mediation and the customer wishes to proceed with the complaint, the CEO will refer them to the applicable government department.

UNRESOLVED COMPLAINTS

If you are dissatisfied with GCLA’s response to a complaint you may choose to contact, or the CEO may refer you to, the applicable Government Department:

The NDIS Commission

The NDIS Commission can take complaints about:

  • Services or supports that were not provided in a safe and respectful way
  • Services and supports that were not delivered to an appropriate standard.

Complaints can be made by phoning 1800 035 544 or completing an NDIS online complaints form

Aged Care Quality and Safety Commission

Aged Care Quality and Safety Commission
GPO Box 9819, BRISBANE 4000

Complaints can be made by completing an Age Care online complaints form

For Urgent issues only by phoning 1800 951 822