A commitment to transparency and improvement

Whether you want to let us know something went well or raise a concern, we take all feedback seriously. If something hasn’t met your expectations, we welcome the opportunity to address it and do better.

Please note: If you’re unhappy with the outcome of a membership or skills assessment, these are handled through a separate review or appeal process specific to that service.

How to lodge a complaint or give feedback

Please submit any complaints or feedback that you might have to info@communitywork.org.au. 

In your email, please include:

  • Your contact details (optional, but helpful if we need to follow up)
  • A description of what happened or what you’re concerned about
  • The outcome you’re seeking
  • Any supporting documents or evidence (if applicable)
  • You can remain anonymous, but this may limit our ability to investigate or respond.

 You’re also welcome to call us if you’d prefer to speak with someone.

Community work in practice
Women sitting on a couch

What’s the difference between feedback and a complaint?

Feedback

General comments — positive or negative — that don’t require a formal response. For example, suggestions to improve our service or resources.

Complaints

Formal concerns about the service you received or how we interacted with you. These require a formal response and a resolution.

You might want to contact us about:

  • The quality or standard of service you received
  • The helpfulness or clarity of the information provided
  • Our customer service interactions
  • Delays or speed of service delivery

What happens next?

1

Record

Your feedback or complaint is documented and reviewed by the relevant manager. If the issue is better handled through another process — such as an appeal — we’ll let you know.

2

Acknowledge

Feedback won’t receive a formal reply, but it will be reviewed and taken into account. Complaints will receive an acknowledgment email within five business days, outlining what to expect next. 

3

Investigate

We’ll assess your complaint and may contact you for more information. Our aim is to ensure a fair, respectful and prompt process.

4

Respond

We’ll outline how we propose to resolve your concern. Most complaints are resolved within 10 working days of our initial acknowledgment. If more time is needed, we’ll keep you updated.

5

Learn

We use feedback and complaints to identify trends, strengthen our systems, and drive service improvements. Your input contributes to the quality and accountability of Community Work Australia.