Your feedback is important to us

Salt Care welcomes your feedback about our services, staff and volunteers. Whether you want to share a compliment, suggest an improvement or raise a concern, we want to hear from you.

You have the right to make a complaint and be treated fairly and respectfully. Making a complaint will not disadvantage you or affect your access to Salt services.

How to provide feedback or make a complaint

You can:

· Complete the form below

· Speak with a Salt staff member in person

· Call us on 02 4480 5028

· Email [email protected]

· Write to 5-19 Birriley Street, Bomaderry NSW 2541

You do not have to speak to the person involved in your complaint. You can ask to speak with a manager instead. A family member, support person or advocate can help you or make a complaint on your behalf with your permission. If you need help communicating your concerns, an interpreter or information in another format, please let us know.

Can I remain anonymous?

Yes. You can provide feedback or make a complaint without giving your name or contact details. We will consider anonymous complaints using the information available. However, we may be unable to ask further questions or let you know the outcome.

What happens after I make a complaint?

1. We acknowledge your complaint If you provide contact details, we will acknowledge your complaint within two business days.

2. We review your concerns We will record your complaint and arrange for an appropriate staff member or manager to review it fairly. We may contact you to better understand what happened and the outcome you are seeking.

3. We keep you informed We will explain the next steps and the expected timeframe. If the review takes longer than expected, we will let you know why and when you can expect an update.

4. We explain the outcome We will explain our findings, any action we will take and how you can request a review if you remain dissatisfied.

How will my information be handled?

We will handle your information sensitively and protect your privacy. Information will only be shared with people who need it to assess or respond to your complaint, or where disclosure is required by law.

What if I am unhappy with the outcome?

You can request a review by the Operations Manager:

Brendan Latarche – [email protected].

Where possible, the review will be undertaken by someone who was not involved in the original decision.

You can also seek advice or raise your complaint with an appropriate external complaints body. You do not need Salt’s permission to do this.

For complaints about NSW Government-funded community or homelessness services, the NSW Ombudsman may be able to help:

Phone: 1800 451 524 Website: www.ombo.nsw.gov.au

If another complaints body is more appropriate, we can help you find the relevant contact details.

Help us improve

We use feedback and complaints to identify improvements and strengthen our services. Thank you for helping us provide better support to our community.