We are committed to improving our services to clients and the community. Hearing what our clients, community and other stakeholders think about our services helps us to do that.
You can provide your name and contact details or you can remain anonymous but if you choose to remain anonymous, we will not be able to provide you with a response.
You can contact us directly or you can have a family member, support person or advocate contact us on your behalf. Our staff are also available to assist you through the process, such as by helping you complete the
We know things don’t always go the way they should. Telling us when this happens provides us with an opportunity to rectify the issue and to apologise. You can make a complaint if you want the matter formally followed up and a response provided to you. If you choose to make a complaint, we will look into it and tell you what we have done about it. You have a right to complain and this is something we take very seriously.
Some complaints can be worked out very quickly, but others take more time. We will let you know what we are doing about your complaint and how long it will take. We will give you the name and contact number for the person who is managing your complaint. If we can’t sort out your complaint straight away, we will investigate the complaint and, in most cases, will do our best to resolve it within 20 working days.
We will keep you informed of the progress of your complaint and any decisions that are made will be explained to you. The person being supported by Kurbingui will not be disadvantaged or lose access to services because a complaint has been made.
We will keep information confidential and will only discuss the complaint with people who need to know about it. If the complaint is about an alleged criminal matter, allegation of harm, abuse or neglect in one of our services or alleged misconduct of any Kurbingui representatives we may need to report the information to external organisations such as the Police, the funding body or the Queensland Family and Child Commission.
We value compliments because they mean you have taken the time to tell us what you think we are doing well. They also give us the opportunity to recognise our staff and reward excellence. We want to hear from you if you have a compliment about a staff member, a team, a service you received from us, an event or activity, our performance or how we do our business.
Your feedback and any suggestions you have are important to us because it can help us understand what we are doing well, what we may be able to improve and give us ideas about what we may be able to do differently to improve our services or performance. Feedback and suggests can also help us to address issues we might not know about if you had not informed us.
Providing feedback is also another way you can share experiences with Kurbingui services that were not positive but you do not want to make formal through the complaints process.
You can make a complaint or provide feedback by:
- Talking to a Kurbingui staff member
- Having someone talk to Kurbingui on your behalf
- Telephoning Kurbingui on (07) 3156 4800
- Completing our online form by clicking here or following this QR Code
- Completing the details on this brochure and providing to a Kurbingui staff, emailing it so us or putting it in the Feedback and Complaints box at Zillmere.
If you are not happy with the way your complaint has been handled or wish to appeal the outcome of your complaint, you can ask for the decision to be reviewed by a senior manager.
If the complaint cannot be resolved by us, or you wish to appeal the outcome or decision, you can contact the CEO or Chairperson on phone (07) 3156 4800, write to them via email at admin@kurbungui.org.au or by telling the person handling your complaint that you want the CEO or Chairperson to contact you about the outcome/decision.
You can also contact one of the external complaint options provided.
Our clients, community and stakeholders also have the right to lodge a complaint about Kurbingui to external bodies a relevant to the complaint, including:
- The funding body for the service the complaint is about (refer to individual service brochures on our website or ask a Kurbingui staff member)
- The Queensland Ombudsman online here or phone (07) 3005 7000
- The Queensland Human Rights Commission online here or phone 1300 130 670 if you have not received a response to a complaint you made to us about human rights after 45 days or you are not satisfied with our response.
- The Office of the Information Commissioner Queensland online here or phone 1800 642 753 if you have not received a response to a complaint about privacy from us after 45 days or you are not satisfied with our response.
- NDIS Commission online by online here or phone 1800 035 544
- The Queensland Police Service
