It is very important that you let us know if you aren't happy with the service you are receiving from us, your feedback will help us to improve the service we deliver to all of our clients.

• Forrest Personnel's complaints process has four main objectives:
• Providing a fair, accessible and effective complaints process for clients
• Examining, investigating and resolving complaints
• Identifying shortcomings in the delivery of services and helping us comply with the code and/or the relevant service guarantee
• Producing the best possible outcomes for clients by developing high quality, continually improving services.

The aim is to resolve complaints at the local level. Where complaints about other matters are received, clients are referred to the relevant authority.

This is supported by a five-step complaints process that is available to clients who are not satisfied with service they have received/are receiving from Forrest Personnel. The five steps are as follows:

1. Clients directly discuss their concerns with their Employment Consultant.
2. If clients do not wish to discuss their concerns with their Employment Consultant they are free to talk with anybody else in the organisation.
3. If clients wish to make a formal complaint they will be provided with a Complaints Form and can be assisted by anybody of their choosing to assist them to make a complaint. The person assisting them may request the Complaints Form.
4. If clients do not wish to raise the complaint with their provider, or are not satisfied with the response, they can contact the department's Customer Service Line on freecall 1800 805 260. Officers can provide information and advice, inquire into complaints, and require providers to take appropriate action.
5. If clients are not satisfied with the way their concerns were dealt with by the department, they can ask to have the matter reviewed by the Commonwealth Ombudsman.

Forrest Personnel is guided by the provisions of the Disability Services Standards, against which we must be certified. Standard 7 requires that Forrest Personnel has an accessible, effective internal complaint handling mechanism for clients. Clients can also make use of the Complaint Resolution and Referral Service, which is an independent service funded by the government to help clients using Forrest Personnel to raise and seek resolution of complaints.

Clients of Forrest Personnel can speak with a staff member from the following companies:

• Complaint Resolution and Referral Service on free call 1800 880 052 or www.crrs.org.au
• Employment Services Customer Service Line on free call 1800 805 260.

Complaint Resolution and Referral Service staff are also able to advise Forrest Personnel on developing or improving their internal complaint-handling procedures.

The most important thing is that the problem gets sorted out as quickly as possible, and that means first telling someone there is a problem.