Contact and Feedback
If you have a question or would like to raise a complaint or provide feedback, please welcome to use the below contact form.
At YWCA Canberra, we value your voice. Whether you’re using our services, attending a program, or participating in an event, your feedback helps us improve and stay true to our values.
YWCA Canberra’s Complaints and Feedback Summary
This is a summary of our Complaints Policy. For a full copy of the policy please see here.
We aim to provide safe, respectful, and high-quality services. If something isn’t right, we want to hear about it—and we’re committed to responding fairly and promptly.
You can make a complaint or give feedback:
- In person by speaking with a staff member
- By phone on (02) 6185 2000 (Monday to Friday, 9:00am – 5:00pm)
- By email to quality@ywca-canberra.org.au
- Our website Contact – YWCA Canberra
You may also remain anonymous if you choose, though this may limit our capacity to investigate and respond.
What happens next?
We’ll listen respectfully and work with you to understand your concerns. If we can resolve the issue straight away, we will. If it needs more time or investigation, we’ll:
- Let you know what steps we’re taking
- Keep your information private
- Aim to respond within 10 working days
If your complaint is serious or needs to be escalated, it may be reviewed by a manager, a Portfolio Director, or the CEO. You’ll be kept informed throughout the process.
Your rights
- You can use an advocate (like a friend, family member, interpreter or support service)
- You can ask for updates or a written response
- You can request your complaint to be escalated.
- You can contact an external body at any time, such as:
- ACT Human Rights Commission, Ph: 02 6205 2222 | Email: human.rights@act.gov.au
- ACT Civil & Administrative Tribunal (ACAT) for a Residential Tenancy Dispute
- Human Services Registrar, Ph: 02 6207 5474 | Email: quality@act.gov.au
Our commitment
We treat all complaints seriously and respectfully. We follow fair processes and keep your information safe, in line with our Privacy Policy and the Information Privacy Act 2014.