Feedback & Complaints
Your voice matters. Whether it's a compliment, suggestion, or concern, we want to hear from you.
We Welcome Your Feedback
At Progress FNQ, we are committed to continuous improvement. Your feedback, whether positive or negative, helps us provide better services.
Compliments
Did we do something well? Let us know so we can recognise great work.
Suggestions
Have an idea to improve our services? We are always open to new approaches.
Complaints
Something went wrong? We take complaints seriously and will work to resolve them.
How to Make a Complaint
We aim to resolve complaints quickly, fairly, and respectfully. You have the right to make a complaint without fear of negative consequences for your services.
Step 1: Tell Us
You can make a complaint by:
- Speaking directly to your support worker or their supervisor
- Calling us on (07) 4243 3272
- Emailing [email protected]
- Using the feedback form below
- Writing to us at Suite 1B, 22 Martyn St, Cairns City QLD 4870
Step 2: We Investigate
We'll acknowledge your complaint within 2 business days and investigate the issue. We may need to contact you for more information.
Step 3: We Respond
We aim to resolve complaints within 21 days. We'll let you know the outcome and any actions we are taking. If you're not satisfied, you can escalate the complaint.
Your Rights
- Make a complaint without affecting your services
- Have your complaint treated confidentially
- Bring a support person or advocate
- Receive a timely response
- Appeal if you're not satisfied with the outcome
- Complain to external bodies at any time
Need Help Making a Complaint?
If you need support to make a complaint, you can:
- Ask a family member, friend, or carer to help
- Contact a disability advocate (see below)
- Ask us for an interpreter if needed
Submit Feedback
Use this form to send us feedback, a suggestion, or a complaint.
Other Ways to Complain
You can complain to external bodies at any time. You don't have to complain to us first.
NDIS Quality and Safeguards Commission
The NDIS Commission handles complaints about NDIS providers. They can investigate issues related to the quality and safety of supports, and the rights of participants.
Phone: 1800 035 544 (free call)
Website: www.ndiscommission.gov.au
Queensland Disability Advocacy
Advocacy services can help you make a complaint, understand your rights, and support you through the process. These services are free and independent.
QDN: qdn.org.au
QPILCH: qpilch.org.au
Queensland Human Rights Commission
If you believe you've experienced discrimination, you can make a complaint to the Queensland Human Rights Commission.
Phone: 1300 130 670
Website: www.qhrc.qld.gov.au
Have Questions?
If you'd like to talk to someone about making feedback or a complaint, we are here to help.