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How to Make a Complaint
The St Vincent de Paul Society National Council treats everyone fairly and with respect. This information tells you how to make a complaint about National Council, to National Council and what we do about it.
National Council Complaints Principles
What you can complain about
- Dissatisfaction about a service, action, decision or conduct of National Council or representative.
- Complaint about breaches of Code of Conduct.
- Disclosures, allegations or concerns of current or past abuse by a National Council representative.
How To Make A Complaint
When you complain, tell us clearly:
- Your name and contact number (or email address)
- Your address
- What your complaint is about
- How you would like us to fix it
Call us on
In person to a staff member or volunteer
Mail to: National Council PO Box 9427 Deakin ACT 2600
Help is Available to Make a Complaint
Translating and Interpreting Service call
For speaking or hearing support, the National Relay Service are available at NRS Access Hub:
What We Will Do When You Complain
RECEIVE your complaint and listen respectfully.
ASSESS and resolve or escalate your complaint appropriately.
INFORM you throughout the process and work with you and the person or service the complaint is about.
RESOLVE the complaint with an outcome or plan of action (or advise if we need longer).
IMPROVE our services based on your feedback.
If You Are Still Not Happy
If you are still not happy with how we have responded or managed your complaint, in certain situations the Australian Charities and Not-for-profits Commission may have the power to investigate.
Download the Fact Sheet here.
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