Did you receive great service from Youth Link? Were we able to assist you? Have the team been helpful to you? We love to receive feedback from people we have met along the way.

Although we try to provide a high-quality service to all our clients, like any agency, we are not perfect. We would like you to help us address any challenges that you might have experienced.  

There are a few different ways that you can let us know about your satisfaction or concerns.

You can email us at:                 [email protected]

or

you can write a letter outlining your concerns to the Program Manager.  The letter can be sent anonymously, or you can include your name. 

Address your letter to:      Program Manager

                                               P.O. Box 7479

                                               Cairns    QLD    4870

 

Youth Link clients can also give feedback by

• placing a letter in the suggestion box in the drop-in space - either anonymously or with your name
• Writing on the blackboards around the drop-in space   - either anonymously or with your name
• speaking to any staff member
• speaking directly to the Program Manager

If you still don't feel you are being heard or if you are not happy with the outcome of your complaint,

• you can escalate your complaint to the Chairperson of the Youth Link Management Committee.
• you can contact the Queensland ombudsman - at 1800 068 908.   
• If you need a translator, call 131 450.
• If you are deaf or have a hearing or speech impairment, you can use the National Relay Service 1300 555 727

Youth Links Complaints Management

A participant will have the right for a complaint to be heard through all levels of management.

The person who receives the complaint shall determine its level of severity.

The level of severity is determined as follows:

Level 1: 

Complaints involving misunderstandings, communication breakdowns, or which can be resolved quickly to the satisfaction of the participant.

Level 2:   

Complaints involving conflict between service users and/or between service users and workers; Level 1 complaints which have not been satisfactorily resolved.

Level 3:   

Complaints involving serious allegations of harassment, unprofessional conduct, abuse, mistreatment, or infringement of rights

Participants have the right to have an advocate present at all times.