CPL is committed to providing quality services and as such, continually seeks feedback from 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.

If you, a family member or advocate is concerned or dissatisfied with the service you are receiving from CPL, you have a right to speak up. You may believe you have been treated unfairly or 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 a poster). At any stage, you have the right to seek advice or guidance from an external agency or proceed to Stage 4 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:

Senior Engagement and Service Development Officer
T: +61 7 3358 8058

General Manager Services
T: 07 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 & 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 all local advocacy groups.