At Thirrili, we value your feedback as this helps us improve the support and services we provide. We are committed to responding to all feedback in a fair and timely manner.
Have your say
Thirrili staff are committed to improving our services and being open and accountable to our clients. Thirrili will respond fairly to all complaints made by clients and other stakeholders about our services or the conduct of our staff in a reasonable timeframe
If you have a complaint about our work, you have the right to:
- Make a complaint,
- Appeal a decision,
- Provide feedback,
- Raise issues yourself or have someone else do it for you,
- Be involved in the resolution and be informed throughout the complaint process,
- Withdraw your complaint at any time if you wish to.
Thirrili has a dedicated phone number for complaints – 0409 814 773.
We also employ a Complaints Officer to record and respond to feedback. We endeavour to resolve complaints as quickly as possible.
Localised suicide postvention support for First Nations peoples
Based on strength and local knowledge
We’re guided by:
- knowledge of shared, collective, continuous ancestral connections
- cultural ways of knowing, being, and doing.
A postvention response happens after a suicide or other unexpected fatal incident. Support is provided to communities, families and individuals of the loved one who passed.
This postvention support includes culturally immersed case management with a focus on social and emotional wellbeing and reducing the traumatic impacts of suicide, and Community Innovation Plans which engage whole communities in planning what is required to prevent future suicides.
Even though it happens after, postvention is a form of suicide prevention. After a suicide, communities, families and individuals may be at higher risk of suicide. When timely, supportive and culturally safe responses are provided, communities have the tools and strategies required for one of the most difficult times in their family.
Our community-led service
Right to personal and family privacy
Right to freedom from discrimination
Right to withdraw
Clients have the right to withdraw from our service at any time. To avoid any misunderstanding, we ask that withdrawals be made through one of the following methods:
Thirrili adheres to the Privacy Act (1988), Freedom of Information Act (1982) and state and territory privacy laws to always protect personal information.
No client information is released without consent, unless:
- disclosure is required by law
- the safety of the client/family or another person is at immediate risk.
You maintain the right to access your personal information. However, there are some exceptions to this. For example:
- where providing access would have an unreasonable impact on the privacy of others.
- we reasonably believe giving access would pose a serious threat to the life, health or safety of any individual or public health or safety.
- denying access is required or authorised by or under an Australian law or a court/tribunal order.
As a client of Thirrili, you have the right to:
- make a complaint
- appeal a decision
- provide feedback
- raise issues directly or have someone else do it on a clients behalf
- be involved in the resolution and be informed throughout the complaint process
- withdraw your complaint at any time.
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