As part of our commitment to high standards of service, we welcome open and honest feedback from our clients. All clients are offered the opportunity to provide feedback at the conclusion of their counselling services. As always, of course, feedback is welcomed at any time.

YAFA is committed to handling and resolving client complaints in a confidential, fair and timely manner. If you wish to make a complaint, you may complete a Client Complaint form and give it to your counsellor. Complaint forms are available on request from the office. 

The Coordinator will be informed as soon as possible, and will contact the complainant within 5 working days to discuss what action is proposed (or has been taken).

If the complaint is not satisfactorily resolved with the Coordinator, clients have the right to submit the complaint to the YAFA Management Committee. The Management Committee will contact the complainant to seek a resolution and take all steps possible to address the complaint. Please email your complaint form to our secretary.

Should the complainant still be dissatisfied with the attempted resolution, they may lodge an official complaint with YAFA’s funding body. The Department can be contacted directly via email to feedback@communities.qld.gov.au. The complaint form is also available on their website https://www.communities.qld.gov.au/gateway/about-us/compliments-and-complaints-feedback

As far as possible, both the fact that someone has lodged a complaint and the details of that complaint will be kept confidential. The client’s permission will be obtained before any information is given to other parties outside of YAFA that may be required in the resolution process.

Where a complaint relates to matters of an unlawful nature, this complaint will be passed on to the relevant authorities.