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Complaints and appeals policy

Last updated 22 March 2022

  • is simple and easy to use;
  • is effectively communicated and promoted to all help-seekers and stakeholders;
  • ensures complaints or appeals are fairly assessed and responded to promptly;
  • is procedurally fair and follows principles of natural justice; and
  • complies with legislative requirements.

  • how to make a complaint or lodge an appeal;
  • the contact person for lodging a complaint or appeal;
  • how the organisation will deal with the complaint or appeal, the steps involved and the timelines; and
  • how the person will be informed about the outcome of their complaint or appeal.

  • a decision by Justice Connect as to whether to provide assistance; or
  • the conduct of a Justice Connect worker.

  • for New South Wales (NSW) matters, to PO Box 436 Darlinghurst NSW 1300; or
  • for all other matters, to PO Box 16103 Melbourne VIC 8007.

  • the nature of the request for assistance;
  • the eligibility criteria for assistance;
  • the reasons for the original decision;
  • any new information provided by the help-seeker; and
  • any other relevant information.

  • a paid worker below the level of a senior staff member , or a volunteer, the complaint will be directed to the appropriate senior staff member in the relevant program;
  • a senior staff member, the complaint will be directed to the Head of the relevant program;
  • a Head, the complaint will be directed to the Chief Executive Officer (CEO) of Justice Connect; or
  • the CEO, the complaint will be directed to the Chair of the Justice Connect Board.

  • notify the Justice Connect worker of the complaint and its nature;
  • investigate the complaint and provide the Justice Connect worker with an opportunity to respond to any issues raised;
  • attempt to resolve the matter with the complainant as appropriate; and
  • make a decision about the complaint, and use plain language to communicate this decision to the complainant (noting that written reasons will not be provided in most cases); and
  • take any other action necessary to manage the complaint.