SWOP NSW Complaint Form and Feedback Form

SWOP NSW Complaint Form and Feedback Form

This form may also be filled in by a staff member if they are taking your complaint face-to-face or over the phone.
Our Complaints Policy is available here

Privacy Statement

Client's confidentiality has been underpinning philosophy and foundation of SWOP NSW's work since our inception. SWOP NSW supports the spirit of intent, and complies with, and where possible strives to exceed the requirements of the Privacy Amendment (Private Sector) Act 2000.
give feedback that requires a responsegive feedback that does not require a responsemake a formal complaint (formal complaints are investigated as set out in our Complaints Policy)other
In responding to complaints, SWOP NSW's goal is to listsen to what the person the complaint is telling us and to respond in an appropriate and supportive manner.

Informal complaints are taken where an individual may complain about some aspect of their experience with SWOP but doesn’t want to take formal action or lodge a written complaint.

1. Complaints about SWOP NSW Staff Members lodged on this form go directly to the SWOP CEO for investigation.
2. Complaints about the SWOP CEO lodged on this form go directly to the SWOP President for investigation.
3. Complaints about the SWOP Executive Committee lodged on this form go directly to the SWOP CEO and President for investigation.
a SWOP NSW staff memberthe SWOP NSW CEOthe SWOP Executive Committee or one of its membersother
Preferred Name
Giving your name or making an anonymous complaint is optional, but if you would like to receive a response, you will need to include your name/contact details

Feedback

Feedback can be in whatever form and whatever length you want.

Feedback can be a comment, a suggestion, a compliment or a complaint. If you would like us to answer your feedback please leave your contact details (working names and pseudonyms are fine).

All parts of your feedback will be kept confidential within SWOP NSW including your contact details.

If English is not your first language we can arrange a Thai or Chinese speaking SWOP NSW staff member to assist you or for a telephone based translator to assist.
Subject
Feedback
This section expands to accepts any amount of text
Name
Your preferred name or pseudonym
Email
Confirm Email
You will need to provide either an email address or phone contact if you require a reply to your feedback
Phone Number
Please enter a valid phone number.Format: 0000 000 000.
Call Times
You can write call times here; e.g. not before 11:00am
SWOP staff member on behalf of person making the complaintPerson making the complaint

Details of Complaint

If you need more space, you can attached more pages.

You can also upload your complaint as a document, or upload supporting documents for your complaint.
When did the incident happen?
Was anyone else there when the incident happened?
What would you like the outcome of your complaint to be?
Any other comments or suggestions?
Upload File

What will happen now?

Once your complaint has been received, the following steps will be taken.

1. SWOP NSW will create a file for your complaint. All information will be stored securely and only shared with people that need to know about the complaint (either because they are named in the complaint, are investigating the complaint or are responsible for approving SWOP NSW’s response).

2. SWOP NSW will acknowledge receipt of your complaint and advise you that the matter will be investigated and we will respond to you as soon as possible.

3. Your complaint will be investigated by a person that is not involved and will assess it objectively, this will often by the CEO, or may be the Outreach Manager or the President of the Executive Committee. Who investigates the complaint depends on the seriousness of the complaint and who is named in the complaint.

4. Your complaint will be investigated as quickly as possible and a draft response prepared. All parties named in the complaint will be consulted.

5. The draft response will be submitted to the CEO and/or the SWOP NSW Executive Committee for approval prior to being sent to you.

6. The complaint file will be lodged with the CEO’s office for storage in our secure filing system.