NICRS – Making a Complaint

Our team aims to deliver services to meet our clients’ needs and supports. However, we understand that sometimes we might not get it right.

All our clients have the right to complain if they are not happy with the service.

We value feedback and complaints as it helps us improve our services, and become more accountable to our clients.

If you have a concern

Clients are encouraged to raise any concerns directly with staff member(s) to assist resolve issues in a timely manner.

However, if clients are uncomfortable doing this, they can raise concerns by phone or email with the Complaints Officer.

How to make a complaint

You can make a complaint by calling Catherine Elvins, the Complaints Officer in Melbourne on (03) 8578 1413 or emailing: complaints@thirrili.com.au

If you have concerns about raising issues with the Complaints Officer you can ask to speak with the Chief Executive on (03) 8578 1410.

What to consider when lodging a complaint

To assist you make a complaint think about:

  • What has happened to cause the complaint?
  • Who is involved?
  • What the reason for your complaint is?
  • What you would like to see happen to address your concerns?

What we do when a complaint is made

When a complaint is made, we:

  • listen to your complaint
  • ask the person making the complaint about possible solutions to address their concern
  • impartially and promptly investigate the complaint, and
  • try to help to resolve the problem or issue being raised.

You have the right to an advocate

Clients who do not feel confident to raise issues themselves, are welcome to have an advocate represent them.

Where someone is representing a client, it is important the client provides documentation to show the person is authorised to represent them.

Complaints recorded

All complaints are recorded in a confidential Complaints Register kept by the Complaints Officer.

All persons making complaints will be kept informed of the progress and outcomes of their complaint.

We regularly review data about complaints to assist us improve our services.