Feedback and Complaints

 

We welcome your Feedback whether its a compliment, suggestion or a complaint.

If you’re ever unhappy about something we've done – or perhaps not done – please give us the opportunity to put things right, and help us to improve our services.

All complaints we receive are taken seriously and are managed by our Complaints and Integrity team via our complaints process.

Contact Us

Phone: 1300 730 334
In person: at your local service
Online: using our confidential feedback/complaints form below
Email: complaints@endeavour.com.au
Post: Feedback & Complaints, PO Box 3555, Tingalpa DC, Qld, 4173

Complaints policy (40KB, PDF)


Your local service or the Complaints and Integrity team will contact you to confirm receipt of your complaint. You may be contacted seeking further information.

Complaint assessment

Your complaint will be dealt with by your local service for prompt resolution We will respond within 5 working days unless there are exceptional circumstances.

We will then ask you if you are happy with the way in which the complaint was handled

If you are happy with the way that the complaint has been handled the matter is closed.

Complex, serious and complaints involving staff with be investigated by our complaints and integrity team.

If the matter is a serious allegation of abuse, neglect or exploitation requiring referral to the police

  • Our Complaints and Integrity team will work together with the police allowing them to lead the investigation if required.
  • People we support who are involved as alleged perpetrators or victims will be linked to a support person of their choosing through our Community and Advocacy Services. This person may be a Social Worker, an independent advocate or a staff member as appropriate.
  • If a serious allegation is made against a staff member or volunteer, a formal risk assessment will be conducted to ensure the safety of the alleged victim and the staff member or volunteer may not have further contact with people we support until the matter is investigated and either substantiated or not substantiated.
  • We will provide a response within 4 weeks unless there is a clear reason for extending the investigation and reporting.
  • You will be advised of the outcome and any changes recommended at the service.

We will then ask you if you are happy with the way in which the complaint was handled

If you are happy with the way that the complaint has been handled the matter is closed.

If you are NOT happy you can request an internal review OR you will have been provided options in your outcome letter to complain directly to the Ombudsman, the NDIA or another relevant government or external agency.

About You

You do not need to provide your name, however this means we will not be able to contact you with an outcome.

Details of Feedback or Complaint

 
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