Compliments, Complaints and Feedback

Nova for Women and Children is committed to providing an efficient and effective compliments, complaints and feedback process to clients, their advocates, service providers and the community.  

Nova for Women and Children is committed to ensuring that any complaints and feedback that we receive are handled in a way that is responsive, fair and courteous and that respects the privacy of the person making the complaint. We also commit to provide reasons for any decisions we make in relation to complaints we receive.

You can provide compliments and feedback anytime by using the form at the bottom of this page, or alternative by emailing our Operations Manager at leel@novawomen.org.au. 

Making a complaint 

Why complaints are so important

If you are unhappy with the service we provide, something needs to be done. Tell us about it.

If we don’t know about a problem you are having, we won’t be able to do anything about it.

Help with making a complaint

If you have any difficulty making a complaint, you can get someone to help you make the complaint. This can be a family member, a friend or someone from another agency.

They can help you at any stage of a complaint. Some advocacy and other agencies that can help you are listed below.

Steps to making a complaint

If the complaint is about a staff member, the complaint will be dealt with by the Operations Manager.

Written Complaints

• You can make your complaint in writing by using the complaint form and address it to:

Attention: Operations Manager

PO Box 2080

Dangar NSW 2309

• You can also email your complaint to the Operations Manager at leel@novawomen.org.au
• Or you can submit your complaint using the online form at the bottom of this page

If the complaint is about the Operations Manager or CEO, the complaint will be dealt with by the

Nova Board of Management.

• You can make your complaint in writing by using the complaint form and address it to:

Attention: Chairperson of the Board

PO Box 2080

Dangar NSW 2309

Verbal Complaints

For verbal complaints you can talk directly with the staff member involved, the Team Leader or the Operations Manager by calling (02) 4023 5620.

Other agencies that can assist with your complaint

Your rights

• You are able to have assistance to make your complaint, either from a staff member or an external support person
• You are able to request an interpreter
• You have the right to have your complaint handled in a confidential, professional and timely manner
• You will be provided with information about our complaint handling process
• You will be provided with accessible ways to make complaints
• You will be listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate
• Provided with reasons for our decision/s and any options for redress or review

What happens next

You will receive an acknowledgement to your complaint within 2 business days for an electronic complaint and within 5 business days for a letter. Any unforeseen delays will be acknowledged and explained in writing. We will aim to investigate and resolve your complaint within 4 weeks from the date of receipt and we will communicate with you throughout this process.