Feedback & Complaints



Your feedback - including complaints - is always welcome because it helps us to improve our services. Making a complaint will not affect the service you receive from Sweeney Interpreting.

Suggestions for improvement and compliments

Your views matter to us. You can talk, or write, to Support Team member to provide suggestions for improvement, compliments or other useful feedback. The manager will appreciate your active participation in the organisation and will get in touch to thank you for your input.


Complaints

If you are not happy with the service you receive from Sweeney Interpreting, you can make a complaint to help us improve. We will manage any complaint as quickly as possible. Often, we can find a simple solution that everyone is happy with. It may take more time if there are complicated things to consider. If you want to remain anonymous when making a complaint you can, however this means that Sweeney Interpreting cannot tell you what action has been taken regarding your complaint.


Confidentiality

All complaints are confidential. This means that only the people involved in the complaint will be included in the complaint process. Sometimes an independent complaint investigator may be involved. If that is necessary we will ask for your consent first.


How do I make a complaint?

You can make a complaint by telling a staff member about your issue. You can also email or fill in the contact us form online. You can also have a support person (friend, relative or advocate) to help you and be with you during any meetings about your complaint.To make things easier you can also use our Feedback Form here available in each office


What happens when I complain?

The following sets out the steps that are usually involved - from when you first decide to make a complaint, through to the matter being resolved.

  • Talk to one of the Support Team to explain your concern
  • Tell the person you talk to how you think the issue can be fixed
  • The manager will keep you updated about how the complaint investigation is going
  • The manager will talk to everyone involved in the complaint to get their point of view
  • After the manager has spoken to everyone involved, a decision will be made.
  • The manager will discuss with you the outcome of the complaint investigation
  • The complaint and the outcome will be recorded in the Sweeney Interpreting feedback register

  • What if I am not happy with the outcome?

    1. If your complaint was managed by a manager, you can ask for a director to review your complaint.
    2. If you remain unhappy about the outcome of your complaint after a director has investigated, you can take your complaint to an external organisation that deals with complaints such as:
  • The NSW Ombudsman
  • The National Disability Insurance Agency
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