We want to know what you think!
Northern Rivers Community Gateway welcomes your feedback, whether positive or negative, about anything we do. Feel free to complete the form below and let us know what you think. If you are using one of our services and would like to make a specific complaint, please read the ‘complaints’ section at the bottom of this page.
If you’d like to make a complaint about using any of our services, please talk to the staff member you usually interact with. They will be happy to discuss your complaint and try to resolve your issues.
If you are unable to approach the staff member directly, or you would like assistance to do this, we invite you to enlist an advocate to help you. An advocate is anyone you choose, such as a family member or friend, or an advocacy agency. Your advocate will speak on your behalf to us about your complaint and can be involved at each step of the process.
If your complaint can’t be resolved with the relevant staff member or with the support of an advocate, you can request that your complaint be addressed by our Chief Executive Officer (CEO). In this case, please write your complaint and forward it to ‘The CEO, Northern Rivers Community Gateway, PO Box 525, Lismore NSW 2480.’ Within 7 days we will confirm with you that our CEO has received it, who will then investigate and try to resolve it. We will respond again to you within 20 working days.
If your complaint is not satisfactorily resolved by our CEO, we invite you to seek external dispute resolution including mediation and conciliation. If such external resolution is unsatisfactory, the organisation managing your complaint will refer it to an external government agency such as the NSW Ombudsman.
If you want your complaint to be made confidentially or anonymously, please let us know and we will always respect your choice. A confidential or anonymous complaint will not affect your rights to a thorough investigation in any way.