The staff of Queanbeyan Multilingual Centre , Goulburn Multicultural Cente and Multicultural Youth Services ACT are committed to abiding by the principles set out in this Charter, to ensure that our services are of a consistently high standard and founded on client satisfaction.

We will provide our services without discrimination, irrespective of a client's country of birth, language, culture, race, religion or gender. In all our dealings we will strive to be informative, helpful and efficient, while at all times acting with due care and diligence.

What our clients can expect:

• To be treated courteously, sensitively, openly and honestly
• To be provided with accurate, consistent, timely and clear information
• To have suggestions and complaints taken seriously and learnt from
• To be looked after by trained staff
• That the information provided to us will be kept absolutely confidential, as required by the Privacy Principles set out in the Privacy Act 1988, a copy of which is available on request
• That an interpreter will be arranged should one be needed to use our services
• That all Australian laws will be respected and adhered to in our dealings

Help us help you:
So that we can provide a high quality service, it is essential that you:

• give us accurate and complete information about your circumstances
• let us know as soon as possible if you cannot keep an appointment
• let us know if you need an interpreter
• be courteous to our staff

If you are dissatisfied with our service or would like to suggest a change:

• Please discuss the issue with the person who provided the service or their Manager or Supervisor
• If you would prefer not to discuss the matter with the person concerned or their Manager, or you feel he or she has not resolved the issue, please contact us by telephone on (02) 6100 4611, email info@qmlc.org.au or write to QMLC Manager, PO Box 1127 Civic Square ACT 2608.
• Anonymous complaints will be treated equally, but identifying yourself to us will enable us to respond to your concerns.

CLIENT COMPLAINTS HANDLING PROCEDURES

Complaints from clients are useful  feedback and offer the QMLC the opportunity for us to identify problem areas in our service delivery and implement appropriate change.  Clients will be free to make complaints without fear of retribution.

Staff at the centre will:

• listen and clarify the complaint made
• take the complaint seriously
• seek assistance from another staff member if unable to resolve the situation
• fully inform the Manager of the problem and refer to the management committee if the complaint is not resolved.

Informing clients about complaints procedures
Bilingual posters will be clearly displayed at the QMLC letting clients know that they can write their complaint, in any language, to QMLC Regional Manager, PO Box 1127 Civic Square ACT 2608.

Clients making verbal complaints will be informed of the option of making a written complaint to the management committee. Management Committee members who are willing to act as mediators will receive training in conflict resolution.  Mediators will utilise TIS if they do not share a common language with a client.  The management committee mediator will meet with the client at the QMLC out of hours, when staff are not present, with another person to ensure safety. If the complaint is not resolved, the complaint will then be referred to an outside mediator.