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.

Procedure for Handling Anonymous Complaints

Introduction

Youth Link recognises the importance of addressing all complaints, including anonymous ones.  While anonymous complaints may limit follow-up communication, they will be handled with the same level of seriousness and care as any identified complaint.  The goal is to ensure that all complaints are fairly investigated, and appropriate actions are taken to resolve issues and maintain trust within the community.

Receipt of Anonymous Complaints

• Anonymous Complaint Channels:

Anonymous complaints can be submitted through several channels, including:

• • Anonymous call via Youth Link Administration - Youth Link Main contact number (07) 40316179 and or leave a message out of service hours.
  • Through the Youth Link Website.
  • Youth Link - Crisis Drop-In Space - Client suggestion box.

• Acknowledgement of Receipt - Upon receipt, the complaint will be logged in the organisations complaint register, ensuring that the complaint is recorded for investigation purposes.

Initial Review of Anonymous Complaints

• Assessment of Validity:  The complaint will be reviewed to determine if it is clear enough to be investigated. If the complaint is vague or lacks sufficient detail, the organisation will make reasonable efforts to clarify the issue.
• Severity and Urgency:  The complaint will be assessed based on its severity.  Complaints that pose an immediate risk to safety, well-being, or compliance with housing regulations will be prioritised, even if the complainant is anonymous.
• Review by Youth Link Co-management: to assess and determine the next steps, such as assigning the complaint to a relevant department or investigator.

Investigation of the Complaint

• Investigation Process: Youth Link will initiate a thorough investigation into the issue raised by the anonymous complaint.  The investigation will include:

• • Reviewing relevant documents, policies and evidence.
  • Interviewing any witnesses or involved parties (if applicable).
  • Observing any conditions or circumstances related to the complaint.

• Confidentiality:   During the investigation, Youth Link Management will ensure that the identity of the complainant remains confidential.  Co-managers will take all reasonable steps to protect the anonymity of the complainant throughout the process.

Resolution or Action Taken

• Outcome Determination:   Based on the investigation, Youth Link will determine what actions need to be taken.  This may include:

• Rectifying any identified issues or violations (e.g., fixing housing-related problems, addressing policy breaches etc.).
• Implementing preventative measures to avoid similar issues in the future.
• Taking corrective action with staff or tenants if necessary.

• Communication of Outcome:  Although the complaint is anonymous, Youth Link will make an effort to communicate the outcome of the investigation to the broader community (e.g. notice boards, or at community meetings), ensuring transparency and accountability.

Ongoing Monitoring

• Follow-Up:  If appropriate, Youth Link will monitor the situation after taking action to ensure that the issue has been resolved effectively.  This may include gathering feedback from clients and the community as well as observing changes in behaviour or conditions.
• Review of Policies/Procedures:  Based on the outcome of the investigation, the organisation will assess if any policy or procedural changes are needed to prevent future complaints of a similar nature.

Data Protection and Confidentiality 

• Handling Sensitive Information:  Any sensitive information provided in an anonymous complaint, as well as the findings of any investigation, will be handled in accordance with the organisation's data protection and confidentiality policies.
• Retention of Records:  All records related to the anonymous complaint will be securely stored and retained for a specific period, in line with the organisations record retention policy.

Protection Against Retaliation

• No Retaliation:  The organisation ensures that there will be no retaliation or negative consequences for those who submit complaints, even if they remain anonymous.  Any person found to be retaliating against a complainant will be subject to disciplinary action.

Review and Feedback

• Feedback Mechanism:  Youth Link may periodically review its anonymous complaint handling procedures to ensure its effectiveness, efficiency and fairness.

Anonymous complaints are taken seriously, investigated thoroughly and handled fairly while maintaining confidentiality and transparency throughout the process.