You have the right to make a complaint about Pact‘s service, or appeal a decision that you do not agree with. All complaints and appeals will be taken seriously.
First, express your concerns, written or spoken, to the worker, or ask to speak to the worker’s supervisor if you prefer.
- Your worker will endeavour to resolve it with you. If unresolved, you will be advised to contact a Pact supervisor.
- Pact supervisors will investigate the complaint with you, your worker and any other relevant parties, and seek a resolution.
- You will be advised in writing of the outcome.
- If you are not satisfied with how the matter has been dealt with, you can appeal in writing to the Executive Officer of Pact, who will investigate your complaint and reply to you in writing if appropriate and agreed.
- Pact may engage a mediator to assist with resolution.
- You have the right to an independent support person (a family member or friend) or an advocate* to assist you at any time in the process.
- If the matter is still not resolved to your satisfaction, you can contact the Department of Human Services Complaints Management Unit — Free call 1800 155 743.
* Clients can call Homelessness Advocacy Services (HAS) Freecal 1800 066 256 for assistance and advice. Address: 2 Stanley Street, Collingwood 3066.