Feedback and Complaints

Your feedback is important as it helps us to know what we are doing well, and what we need to improve.

As a member of the general public, or if you’re connected with Link SC in any way, you have the right to give us feedback, express your concerns, or lodge a complaint.

The following guidelines explain how you can do that. Choose from one of the following options to provide your feedback, concern or complaint.

  • Tell one of our employees
  • Contact us by phone or email

Additional Information

Feedback and Concerns

We are committed to listening to you and addressing your feedback or concerns as soon as possible.
Please contact our employees or their supervisor in the first instance if they can address your concerns.

Complaints

We are committed to handling complaints effectively as we believe it is fundamental to the provision of quality service.
You can express your dissatisfaction with our services, the behaviour of any of our employees, or the complaints handling process itself by using one of the options available.

What happens after you make a complaint?

  • Your complaint will be acknowledged, assessed and resolved in a fair, efficient and timely manner.
  • We will inform you about how the complaint will be resolved and the expected timeframe.
  • We might ask you for more information to better understand the issues and concerns.
  • We will ask for your permission to speak with our participant if you are making a complaint on their behalf.
  • We will explain to you and/or the person affected about the outcomes of your complaint.
  • We will take the necessary actions to address the issues and concerns raised.
  • At your request, we will provide you with an update on the progress of actions and outcomes.

What happens if we do not resolve the complaint to your satisfaction and/or if you disagree with the way we handle your complaint?

  • You can ask for the decision to be reviewed.
  • You can contact us if you are not happy about how your complaint was managed.
  • You can seek the support of a government department or advocacy organisation.
  • If you wish, we can help you to contact them or you can find their contact details on our website.

External Support

If the matter has not been resolved to your satisfaction, you may wish to contact one of the following organisations. We can help you to contact them if you wish.