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Centre for Restoration

Feedback and complaints

We welcome feedback about our service so we can continue to work towards mutually acceptable resolutions to all complaints or allegations of abuse.

You can contact us by the following:

Phone: 02 9466 3063

Email: centreforrestoration@salvationarmy.org.au

Mail:
The Salvation Army
Centre for Restoration
95-99 Railway Road, Blackburn
Victoria, 3130

Feedback and complaints policy

The Salvation Army is committed to ensuring that those who engage with The Salvation Army’s redress framework have their cases managed from a basis of trauma-informed practice and in a timely manner.

In line with The Salvation Army’s commitment to the work of the Royal Commission into Institutional Responses to Child Sexual Abuse, we welcome feedback and complaints about our service so that we can engage in continuous improvement to benefit from client experiences.

This policy outlines:

  • The steps that will be undertaken by The Salvation Army to ensure staff encourage feedback and complaints about our service
  • The steps to work towards mutually acceptable resolutions to complaints received

All those accessing The Salvation Army’s redress framework have the right to provide feedback and complaints about the service they receive.

All staff within the Centre for Restoration will:

  • Recognise the rights of those providing feedback and complaints to do so without any impact to their claim for redress
  • Encourage those accessing the service to provide feedback and complaints, which will be valued and recognised
  • Treat individuals providing feedback and complaints with dignity and respect, and deserve to be likewise treated with dignity and respect
  • Handle all feedback and complaints with privacy and confidentiality

To ensure the accuracy of any complaint or feedback, and to prevent misunderstandings, all persons will be asked to verify the accuracy of their complaint or feedback in writing. If a person is unable to do this due to a disability or impairment of any kind, then The Salvation Army will work with that person to ensure a suitable alternative course of providing an accurately recorded and verified complaint can be made.

All complaints will be responded to by The Salvation Army in writing. If the complainant has any difficulty in receiving a written response to a complaint, The Salvation Army will work with that person to provide a suitable method for the person to understand that response.

  • All feedback and complaints will be acknowledged by the Head of the Centre for Restoration in writing within five business days of receipt
  • The complaint resolution process will be monitored and finalised within 30 calendar days

Have some questions?