FEEDBACK & COMPLAINTS

Share your feedback with us.

At CTST we genuinely welcome your feedback, whether it’s a compliment, suggestion, or a complaint. We want you to feel encouraged and supported to provide us with feedback so we can improve our service to you.

Feedback form

How you can provide feedback

You can provide us with feedback in the following ways:

call us on 1800 781 033
write to us at CTST Feedback, PO Box 464, Glenorchy, TASMANIA 7010
fill out the online feedback form above

What to tell us

Details are important.

Please provide us with specific information about our services, facilities, or any other aspect of CTST.
This will help us follow up on your feedback.

Our commitment to you

When handling your complaint, we will:

maintain and respect your confidentiality
be courteous, respectful, professional, and considerate
provide information that is helpful, accurate, and easy to understand
provide support to access translation, advocacy, or other support services
keep you informed of progress, delays, and the outcome
attempt to resolve the issue to the best outcome for all parties, within 14 days

A man in the CTST office on the phone with a client.

The feedback process

Responses to feedback are objective, ethical, effective, and unbiased. Our aim is to achieve a satisfactory and prompt resolution and always maintain confidentiality. Feedback can also be provided anonymously.
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We will acknowledge receipt of your complaint within one business day (24 hours). If you have a representative, we will contact them to clarify the concerns and issues and ask how you would like the complaint resolved. If we cannot resolve the complaint during the phone call, we will advise you of the expected timeframe. We will investigate and gather information to identify an appropriate solution and outcome.

If you are not happy with the resolution

In the unlikely event that a matter cannot be resolved with CTST, you can seek assistance from Advocacy Tasmania who offer a free and confidential advocacy support service.

For our Commonwealth Home Support Consumers, you can seek assistance from the Aged Care Quality and Safety Commission. For our Home and Community Care consumers (under 65s), you may refer your complaint to the Community Care Reform unit in the Department of Health for review. The unit can be contacted on (03) 6166 1077 or haccreform@health.tas.gov.au

Useful resources

The following resources are available if you need support to make a complaint with us.

Advocacy Tasmania

‍Free and confidential advocacy support is available via phone 1800 005 131
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Translation and interpreting services
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‍If you need an interpreter, ask us to arrange one when you contact us or phone TIS on 131 450 and ask them to help you contact CTST on 1800 781 033.

National Relay Service

‍If you have a hearing or speech impairment, you can contact us through the National Relation Service.

TTY users – Phone 1800 555 677 then ask for our number (1800 781 033)
Speak and Listen users – Phone 1800 555 727 then ask for our number (1800 781 033)
Internet Relay users – Connect to the National Relay Service and enter 1800 781 033

CTST Holiday Hours

CTST Holiday hours