We are committed to providing quality services and continually seek feedback from our clients and stakeholders in order to learn how we can improve service delivery, our risk management system and organisational strategic direction.
Our Client and Stakeholder Complaint Management Policy incorporating a Complaints Resolution Process offers a transparent framework for responding to client concerns and is available to all people who use a CPL service and their families or advocates.
You have a right to speak up if you, a family member or advocate:
- Is concerned or dissatisfied with the service you are receiving from CPL
- Believe you have been treated unfairly
- Disagree with a decision or an action taken by a service or staff member
Providing feedback is always viewed positively and if you have a complaint it will be taken seriously and treated as confidential. CPL will respond constructively and promptly to formalise your concerns by ensuring all complainants are heard, respected and actively involved in the process without fear of retribution.
There are four stages to the Complaints Resolution Process (download Speak Up: It's Your Right). At any stage, you have the right to seek advice or guidance from an external agency or proceed to stage four of the process.
For more information on CPL’s Complaints Resolution Process you can approach any CPL staff member, email complaints@cplqld.org.au or speak directly to:
Client Liaison and Support Officer
T: +61 7 3358 8025
Senior Engagement and Service Development Officer
T: +61 7 3358 8049
General Manager Services
T: +61 7 3358 8050
At any time, you can request assistance from an advocacy agency including:
Speaking Up For You
T: +61 7 3832 0718
Complaints Resolution and Referral Service (Employment/Commercial services)
T: 1800 880 052
Queensland Advocacy Incorporated
T: +61 7 3236 1122
If you live in a regional area, Queensland Advocacy Incorporated can provide information on your local advocacy group.