Complaints Process

If you have a complaint about the service that you have received or are receiving from FEAT, it is important that you feel able to let us know. We rely on improving and developing our service from your feedback. All complaints are treated fairly and promptly and without retribution.

You are welcome to have a trusted person to talk/write on your behalf or to help you through the complaint procedure. If you wish to see FEAT’s full complaints policy, please follow the below steps.

Step 1 – Talk to your support worker

Discuss your complaint with your support worker either on the phone or during a home visit. Spend some time together to work through your complaint and agree on a solution that you both feel happy with.

If you do not feel happy with the solution that your support worker can offer or do not feel able to discuss your complaint with your support worker, proceed to the next step.

Step 2 – Talk to the Manager at FEAT

Phone or email FEAT  [email protected] and discuss your complaint with the Manager. They will either work with you to resolve your complaint or will follow the complaint up and get back to you with a proposed solution, within 7 working days.

If you do not feel happy with the Manager’s proposed solution or do not feel able to discuss your complaint with the Manager, proceed to step three of the complaints procedure.

Step 3 – Put your complaint in writing to the management committee.

Put your complaint in writing and address it to;
FEAT  Management Committee, PO Box 1705 Thuringowa Central Townsville 4817. Ensure that you seal the envelope and mark it as ‘PRIVATE AND CONFIDENTIAL’
The management committee will give a response to your complaint within 2 weeks.