RESOURCES

 Policy Statement 
TSDC welcomes feedback from clients and families, which will enable TSDC to improve the quality of services it provides. 
Clients and families will be made aware of their right to complain and have their complaints dealt with fairly and without retribution. 
TSDC will ensure that all complaints are: 

• Undertaken in a fair and positive manner with confidentiality maintained throughout the process, where possible 
• Dealt with in a timely manner 
• Recorded on the Complaints Register 
• Approached in a positive way, with the aim of resolving the complaint appropriately, and making any warranted improvement to procedures, service delivery and policy 
• Forwarded immediately  

Complaints Procedure 
Clients are encouraged to address complaints in the first instance with the staff member concerned. If unable to resolve the complaint in this way, or if the complaint is from another organisation or a community member, it should be directed to the Manager: 

1. The Manager will try to resolve the complaint with the complainant and/or may request the complaint to be in writing 
2. The matter will be recorded on the Complaints Form and will be reported to: 
3. The TSDC Committee 
4. Department of Family and Community Services if required under the Deed of Funding Agreement 
5. Complaints will be responded to in a timely manner within five (5) working days of the complaint being received. 
6. If the Manager is unable to resolve the complaint, it is escalated to the TSDC Committee
   
7. Complaints will be recorded in the Complaints Register. 

Feedback 
Clients and customers are encouraged to provide informal feedback at any time. Surveys and evaluations of services are conducted. 
Feedback is recorded in the Continuous Improvement Register with opportunities for further improvement to be recorded. 

Complaints Register 
A register of complaints is maintained to further inform continuous improvement. 

Contact Details
PO Box 108, Tenterfield NSW 2372
P: 02 6736 2619
E: admin@tsdc.net.au