CRS Australia

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Compliments & complaints

It's great to hear when things go well. It helps us to stay on the right track.

If there's something that hasn't gone so well, we need to hear about those things too.

Back to topCompliments

Use the Contact Us form, and from the drop down list, select 'Feedback' and send us your comments. We'd love to hear from you.

Back to topComplaints 

CRS Australia takes complaints seriously and values your feedback about our services. Please contact us if you are unhappy with:

• the service you are being provided
• a decision that has been made, or
• the behaviour of a staff member.

We are committed to a positive and structured approach to managing complaints and appeals.

How to make a complaint

If you want to make a complaint about our service you can:

• Raise your concerns in person, over the phone or in writing with the relevant CRS Australia staff member.
• If you prefer, you can also contact the senior rehabilitation consultant or regional manager at your local CRS Australia office.
• You can make a complaint via the contact us form.

If you are not satisfied with the outcome of your complaint, you can contact the divisional manager of CRS Australia in your state or territory. Your complaint can also be directed to the Deputy General Manager, Service Delivery in CRS Australia.

See the complaints factsheet for further information.

What we ask from youBack to top

To help us respond quickly and effectively to your complaint, we ask you to:

• give us as much specific detail as you can
• tell us what you would like us to do to address your complaint.

Timeframes

We will always respond to your complaint. Complaints will be acknowledged as quickly as possible, generally within 2 days, and addressed within 30 days wherever possible.

If these timeframes are unable to be met, you will be advised of the updated timeframe for a response.

If your complaint cannot be resolved

If we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have, including making contact with independent organisations who will review the complaint. More information about these options are available in the complaints factsheet.

Your complaint is treated confidentially

Your privacy will be respected in line with the Privacy Act 1988 (Cth).

We do not discriminate against or otherwise disadvantage anyone who makes a complaint. If you think you may have been disadvantaged as a result of making a complaint, please contact us.

This information is also available to download in a factsheet.

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