Feedback and complaints, collectively known as dissatisfaction are important to improving service delivery. There are three stages to the Complaints Resolution Process.

Stage One

You can talk directly to a staff member at your CPL service, call the 1800 275 753, email complaints@cpl.org.au or fill in the form below.

During the complaints process:

  • CPL will assist you to access an advocate if required.
  • CPL will attempt to facilitate access to an appropriate interpreter, if you require.
  • Where complaints allege criminal or corrupt action CPL will refer matter to police and other relevant authority.
  • You have the right to remain anonymous.
If you are unsatisfied with the outcome, you can move to Stage Two of the process.

Stage Two

When you have received an outcome from Step One, and if you are unhappy with the process, you can contact the Quality and Risk Department to review how your complaint was managed.

If you are unsatisfied with the outcome, you can move to Stage Three of the process.

Stage Three

Any complaint that is unable to be resolved at Stage Two; that alleges abuse or neglect; or has come from an external party will be escalated to Stage Three.

Complaints

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