Complaints Management
MultiLink Community Services Inc. is committed to delivering high-quality, consumer-focused services built on accountability, fairness, and respect.
We value feedback and recognise that complaints provide important opportunities to improve our services, strengthen communication, and enhance the quality of care we provide. We encourage clients, families, staff, volunteers, and community members to raise concerns in a constructive and safe way.
Our complaints management approach is guided by the principles of:
- Visibility and Access – Simple, flexible and accessible ways to make a complaint
- Confidentiality – Protecting privacy in line with our Privacy Policy
- Responsiveness – Acknowledging and responding to complaints in a timely manner
- Fairness and Procedural Justice – Managing complaints impartially and respectfully
- Feedback – Keeping complainants informed about progress and outcomes
- Continuous Improvement – Monitoring trends and addressing systemic issues
Complaints can be made verbally or in writing and, where possible, are resolved at a local level. Anonymous complaints are accepted and will be assessed on their merits.
MultiLink is committed to ensuring that no person who makes a complaint in good faith will experience victimisation, discrimination, or unfair treatment.
Where required, we will cooperate with and report to relevant external authorities in accordance with legislative requirements.
For detailed information about how complaints are managed, including escalation pathways and review options, please read the full Complaints Management Policy here.
If you would like to make a complaint, provide feedback, or raise a concern, please scan the QR below to submit your complaint.
