Complaints and Compliments

Everyone loves to hear when they have done something well, and we here at BYS are no different.  If you have something nice to say about us please send an email to quality@brisyouth.org and tell us what you liked about the service you received.

Brisbane Youth Service is committed to continually improving our services, programs and relationships. We welcome feedback and respond to all concerns and complaints raised by clients, community partners or the general public.

BYS is committed to respecting your privacy and we respond to complaints as quickly as possible via an easy process which protects your rights. Your complaint remains confidential and it is your right to make a complaint anonymously, but by providing BYS with your contact details we can keep you informed and up-to-date about the steps we’re taking to resolve your concerns. Being able to contact you directly also enables us to request more details about your complaint if needed, so it can be resolved quickly, easily and objectively.

If you wish to make a complaint about an aspect of our work or the service you received,  please speak with a BYS staff member to resolve your concerns. If you are unhappy with the response you receive or feel you cannot approach a staff member, please complete and submit the attached Complaint Lodgement Form via email and we will review it as soon as possible.

quality@brisyouth.org

BYS shall provide an effective and responsive complaint management process that is user friendly and protects the right of any person to lodge a complaint without fear of retribution.

BYS welcomes complaints in relation to its services and shall manage complaints as an integral part of the organisation’s compliance and continual improvement framework.

BYS shall manage complaints in a fair and impartial manner and is committed to treating all complaints as a learning opportunity that can facilitate organisational and systems change.

BYS shall consider the rights relevant to the complaint, and complaints shall be managed in accordance with legislated human rights, including but not limited to the Human Rights Act 2019.

BYS may decline a complaint if it is assessed as frivolous or vexatious; if a complainant is not directly impacted; or if an internal investigation or review is unnecessary or unjustifiable.

Confidentiality shall be maintained throughout the complaint management process and the privacy of the complainant and those involved in the process will be respected. Only personal details that are necessary to the investigation will be shared with those who are involved in the process.

Personnel who are the subject of a complaint shall be supported through an investigation process.

Complaints about suspected or alleged criminal behaviour shall be reported to the Police for investigation.

BYS shall advise relevant government departments and regulatory bodies of complaints involving suspected criminal activity or reportable incidences as a requirement of Service Agreements and / or legislation.