We value your feedback

It’s important for us to receive your feedback about the service and the support we provide because it lets us know what you think and what is important to you. Your feedback gives us valuable information about how we can improve our practice and the services we offer to better meet your needs.

If you have feedback, a compliment or a complaint about the service or the support you received at QSAN, we want to hear from you!

Talk to us

If you want an informal chat you can speak with your advocate, otherwise you can ask to speak to a Coordinator who will listen to your feedback and take any necessary actions.

You can talk to us in person or ring us on 0482060840.

Write to us:

You can write to us at:
QSAN Secretariat
C/o North Queensland Combined Women's Services Inc
118 Charles Street, Aitkenvale, Qld, 4914

Email us at [email protected] or use the form below.

Send us your feedback:




    Your rights and your right to complain

    As someone who has experienced harm, you are entitled to certain rights under the Queensland Charter of Victims’ Rights. QSAN is committed to respecting these rights and supporting you to have them upheld.

    Some of your rights include:

    • To be treated with courtesy, compassion, respect, and dignity
    • To have your privacy protected
    • To receive information about support services and remedies available to you

    If you feel any of your rights have not been upheld, you have the right to make a complaint. This can be done directly with the service involved, or through the Office of the Victims’ Commissioner. A friend or family member may also make a complaint on your behalf with your permission.

    For more information about your rights, visit the Victims Commissioner website.

    Complaints

    You have the right to make a complaint about the service or support they receive from QSAN. Making a complaint will not disadvantage you in anyway. QSAN welcomes feedback and complaints and has processes to respond to your complaint professionally and openly.

    What information should I include with my complaint?

    When you are making a complaint it is helpful for us to know:

    • Your name
    • The best way to contact you (telephone, email or mail)
    • If it’s safe to contact you
    • What happened and when
    • Who was involved
    • What are you concerned about
    • What you would like to happen

    You can make an anonymous complaint but this sometimes makes it difficult for us to investigate a specific issue.

    Can I get support to give feedback or make a complaint?

    You can ask for an advocate to assist you to write your feedback or complaint. You can nominate another person or an organisation to support you or advocate on your behalf.

    Can I get translation support to give feedback or make a complaint?

    We can arrange an interpreter, or you can contact us through the Translating and Interpreting Service on 131 450.

    If you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service. For more information on this service, visit www.relayservice.gov.au. Ask them to call QSAN on 0482060840.

    What happens after I make a complaint?

    We will acknowledge your complaint in writing within seven working days. Sometimes a complaint can be solved immediately and sometimes we will need to contact you for some more information about the issue.

    When we investigate your complaint, we may need to speak to staff, review our files or speak to other people who have been involved.

    If we are unable to resolve your issue within 28 days, we will let you know and keep you informed of progress.

    What happens if I’m not happy with the outcome of my complaint?

    You can request that your complaint to be reviewed by QSAN's Board. This request should be made to the secretariat.

    An individual may also choose to lodge a complaint with the funding body regarding their grievance or the outcome of the investigation. You can make a formal complaint by:

    For more information about lodging a complaint with the funding body, you can visit their website: families.qld.gov.au/contact-us/compliments-complaints

    If you still have questions about the feedback or complaint process please email us at: [email protected].