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SHINE for Kids wants to give you the highest-quality service possible. If you have found our service helpful or have any ideas on how something can be done better, please let us know. We also want to know if you are not happy or have concerns about any part of our service.

Our complaints process

complaint1 If you can, talk first to the person concerned.
complaint2a If you do not feel comfortable about this, you can speak to or write to their supervisor, or
complaint2b contact our CEO as below.
complaint3 Your complaint will be recorded in a separate file so that the problem can be dealt with sensitively and quickly.
complaint4 Within 14 days of making your complaint, you will receive a letter from us which should:

  • restate your comments to ensure SHINE for Kids understands your complaint
  • give the name of the person managing your complaint and how they may be contacted
  • state the time and the steps the worker will take to deal with your concerns.
complaint5 Once you have received your letter the SHINE for Kids worker handling your complaint will contact you to talk about what you want to do and the next steps.
complaint6 If we have not been able to resolve the complaint within the 14 days we will ask you to formalise the complaint in a letter (if you have not already done so).
complaint7 Within a further 28 days of receipt of your written complaint, SHINE for Kids will aim to investigate and resolve it. All complaints will be dealt with seriously, quickly, confidentially, and without stopping your right to use SHINE for Kids services.
complaint8 If this is not possible we will write to you explaining why.

Can I have someone to help me?

Yes! It is OK to have a friend or person you trust to help you in any of your dealings with us. This person can help you put your comments in writing, be with you when you put forward your comments or attend any meetings.

What if I need an interpreter?

SHINE for Kids will assist you if you need an interpreter. There will be no cost to you for this service.

Your privacy is important to us

At SHINE for Kids your privacy is our absolute priority.

Read our Privacy Statement

Contacting SHINE for Kids

Phone Ask to speak to the Chief Executive Officer
(02) 9714 3000
Email Chief Executive Officer
ceo@shineforkids.org.au
Mail Chief Executive Officer
SHINE for Kids
PO Box 67
ERMINGTON NSW 1700

CEO or Board members

If the complaint is about the CEO or a member of the SHINE for Kids Board, please contact the Chair of the SHINE for Kids Board by emailing feedback@shineforkids.org.au

Raise a child safety concern

If you are uncomfortable about something that has occurred during contact with SHINE for Kids please let us know by emailing childsafety@shineforkids.org.au