Resolving Problems

We will listen to your concern or problem and seek your thoughts on what you think needs to be done to put things right.

If we do not know what is wrong, we can't fix it.

We encourage you to:

• Keep a record of your concerns with the dates that you contacted an Association staff member with your complaint;
• Address the problem, not the person; and
• Keep your complaint confidential where it involves other people.

As a user of The Centre for Cerebral Palsy services you can expect to receive services according to our Disability Service Standards. If you feel that the service you receive is not in keeping with these standards, it is your right to raise your concerns and have them addressed.

The Centre for Cerebral Palsy aims to protect and promote your rights.

Fast Resolution to Your Problems

All our staff are willing to help you to address your complaint. They undertake to help you have your complaint addressed within one working day where possible.

If a complaint requires investigation they will get back to you within an agreed timeframe, no longer than five working days.

Confidentiality

All staff undertake to treat any information you give them as confidential. They will not pass your complaint on to another person without your consent. However, where they suspect that there has been a serious breach of law, they are obliged to report this to the relevant authority.