DVassist is committed to facilitating our clients’ right to make a complaint about our service, to appeal a decision we have made that directly concerns them, and to ensure that their complaint or appeal is fairly assessed and responded to promptly.
Specifically, we will:
- Protect the right of service users to initiate a complaint about DVassist
- Ensure that complaints about DVassist are fairly heard and dealt with in a systematic way and resolved quickly.
- Acknowledgement of receipt of a complaint is to be provided to an individual within 48 hours (or the next two business days) of receiving the complaint.
- A formal response will be provided within 30 days of receiving the complaint.