Compliments and Complaints

What if I am not happy with the service?

Footprints in Brisbane Inc. aim to provide a high quality service, so we would like to know if you have any concerns with the service.

We value clients' comments and ideas as you could suggest something that may assist others or solve a problem that we do not know about.

If you have concerns re your service that need addressing you can do any of the following:

  • Discuss the matter with your case manager, in person or by phone
  • Writing a formal complaint or grievance
  • Completing an issues of concern/ report form

Where possible, all grievances and complaints are dealt with by those directly involved within a period of 5 working days.

If the matter is not resolved by your case manager, the relevant Program Manager is notified and investigates the grievance/ complaint. The Program Manager informs the Chief Executive Officer of the complaint.

If the complaint/ grievance is still unresolved, the complaintant or their advocate may write to the Chief Executive Officer and arrange a time to discuss the issue and reach a resolution.

If the complaintant is still not satisfied with the response, a letter may be written to the Board President, marked Private and Confidential, C/O Footprints in Brisbane Inc.

The Board of Footprints in Brisbane will determine appropriate action to be taken. Please allow 2 weeks for the matter to be dealt with by the President, as the Board meets on a bi-monthly basis.

  • 24 Light Street Fortitude Valley Qld 4006
    PO Box 735 New Farm 4005
  • (07) 3252 3488
  • ABN 15 100 277 492

 

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