Every person or family member receiving a service from the Cerebral Palsy League of Queensland (CPLQ) has the right to express personally, or through an advocate, friend or supporter, any complaint about services without fear of retribution and to have them investigated and resolved quickly and fairly.

A complaint is a feeling of dissatisfaction with a CPLQ service by a client or family member. The purpose of a complaint is to bring about a change for the better to resolve an issue for an individual or a group.

All complaints will be taken seriously and will be considered as private and confidential.

Clients are encouraged to stand up for their rights and to speak out, without fear of being punished or treated differently; they are also encouraged to use independent advocates at any stage of this process.

Staff or management will not treat differently, clients who have forwarded complaints.

Any client receiving a service from CPLQ (or their carer, friend, relative or advocate) who has a problem with services should raise it with the manager/staff member as soon as possible.

All information relating to complaints will be kept securely and confidentially at CPLQ.

Clients who have complaints about problems outside CPLQ, will be assisted to obtain expert advice by managers/staff members.

Further information on the Client Complaints Process is available from every CPLQ service area. Clients are invited to approach any staff member for information or to speak directly to either of the following people:

Manger Service Development and Policy
Telephone: +61 7 3358 8050
Email: complaints@cplqld.org.au

Client Liaison and Information Officer
Telephone: +61 7 3358 8049
Email: complaints@cplqld.org.au