Yaleela Torrens Social Worker Pty Ltd is committed to providing safe, respectful, and high-quality
services to the Gladstone and Central Queensland region. We value feedback and recognise that
complaints are an important way to improve our services and ensure accountability.
All complaints will be taken seriously and managed in a fair, confidential, and timely manner.
A complaint is any expression of dissatisfaction about:
Complaints may be made by clients, parents or carers, family members, referrers, or other
stakeholders.
Complaints can be made:
You may have a support person or advocate assist you if you wish.
When a complaint is received, we will:
Complaints will be:
Possible outcomes may include:
All complaints are handled confidentially and in accordance with privacy laws. Information will only be shared where necessary or required by law.
Yaleela Torrens Social Worker Pty Ltd is committed to protecting client privacy and confidentiality in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and professional ethical standards.
Personal and health information is collected, stored, and used only for the purpose of providing services and is kept secure at all times.
Information will not be disclosed to third parties without consent, except where required or permitted by law. This includes situations involving risk of harm to a child or other person, mandatory reporting obligations, or where disclosure is necessary to prevent serious and imminent risk.
Clients have the right to access and request correction of their personal information, subject to legal and safety considerations.
No person will be treated unfairly, disadvantaged, or experience retaliation for making a complaint or
providing feedback.
If you require support to make a complaint, we are happy to discuss reasonable adjustments or the involvement of a support person or advocate.
If you are not satisfied with the outcome of your complaint, you may seek external advice or raise the matter with an appropriate external body.
Here are some external options: AASW, Formal Registration Associations (PTRA, EMARAA) More available on request
Yaleela Torrens Social Worker Pty Ltd values feedback, suggestions, and compliments as an important part of maintaining safe, responsive, and high-quality services. Feedback helps us understand what is working well and where improvements can be made. Clients, families, carers, referrers, and stakeholders are encouraged to share feedback at any time, whether positive or constructive.
Feedback can be provided verbally, in writing, or anonymously and is welcomed without fear of disadvantage or negative impact on services. All feedback is reviewed respectfully and may be used to inform service improvement, staff training, and practice development. Where appropriate, feedback may be acknowledged or responded to, while maintaining confidentiality and privacy obligations.
This policy is reviewed regularly to ensure it remains current and effective. Review the policy annually
Approved by: Yaleela Torrens
Business Name: Yaleela Torrens Social Worker Pty Ltd
Review Date: 02/02/2026