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.
We invite clients and ecosystem partners to provide feedback. This helps us to keep improving our service. All feedback and complaints help us work better with clients, families and communities.
Have your say
Complaints
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.
Your rights
Thirrili is a proud Aboriginal and Torres Strait Islander Community Controlled Organisation and national provider of suicide postvention (after suicide) services.
Localised suicide postvention support for First Nations peoples
Since 2017, we’ve provided First Nations communities with suicide postvention support and assistance. Our service is Australia-wide, our model is flexible and adapted to place based community needs. We provide meaningful postvention support, case coordination and advocacy.
Communities that have been impacted by suicide can invite us to bring our trauma informed expertise to share with them as they develop their self-determined futures.
Based on strength and local knowledge
We’re guided by:
- knowledge of shared, collective, continuous ancestral connections
- cultural ways of knowing, being, and doing.
People, families and communities have their own ways of bereavement, culture and healing. We uphold these protective boundaries.
You can call us, 24 hours a day, 7 days a week, Australia-wide.
Postvention responses
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
You will participate in all decisions concerning the support you receive.
Your rights
We respect your rights as we support culturally led healing and trauma informed care for people, families and communities.
Right to personal and family privacy
Thirrili treats personal and family information with respect, sensitivity and privacy.
You decide what information you share with us. We do not share information with others without your permission.
Right to freedom from discrimination
We work with Aboriginal and Torres Strait Islander peoples across Australia and respect all facets of identity and personal characteristics.
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:
- Sending a written request to our postal address: PO Box 41855, Casuarina NT 0811.
- Emailing our complaints officer at complaints@thirrili.com.au
- Contacting us via call or text at 0475 860 406
Legislation
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.
Data
We keep conversations with clients private and protect their information.
All data is de-identified prior to mandated government reporting.
Contact us via
Email us at: complaints@thirrili.com.au
Phone us at: 0475 860 406 , 24/7
Send mail to: PO Box 41855, Casuarina NT 0811
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