AbSec are committed to listening to our community. We recognise and value feedback – whether it’s a compliment, suggestion, or complaint, as an opportunity to enhance the work that we do, to ensure that we meet the needs of Aboriginal and Torres Strait Islander children, young people, families and their communities through our strong advocacy.
We treat feedback with respect, keep it confidential, and handle it in line with our Feedback and Complaints Management Policy.
Anyone who interacts with AbSec including our members, community members, partners and stakeholders is welcome to share feedback or raise a concern.
Feedback includes comments, suggestions, compliments, or concerns about AbSec that can either be positive or negative. A complaint is an expression of dissatisfaction about AbSec’s work, actions, or decisions, where a response or resolution is expected.
There are two types of complaints:
You can provide feedback or make a complaint about any matter related to:
If your concern is about something outside of AbSec’s responsibilities, we will do our best to help you find the right organisation to contact.
Complaints that AbSec is not responsible for:
In person: With our team (for informal complaints only)
Online form: https://absec.org.au/contact-us/
Email: [email protected]
Phone: (02) 9559 5299.
Post: PO Box 3045, Redfern NSW 2016
Once a valid feedback or complaint submission is recieved, AbSec will investigate and follow procedure to a resolution. Please refer to the Enquiry, feedback and complaints Flowchart for details on this process.
We respect the right of individuals to remain anonymous or use a pseudonym when providing feedback.
Please note that while anonymous submissions may limit our ability to follow up with you directly, we will still take your feedback seriously and use it for our continuous improvement.
We aim to respond as quick as possible, and keep your information private and use it only for the purpose of responding to your feedback or complaint. Timeframes depend on the type of matter you raise:
|
Type of matter |
Acknowledgement |
Full response |
|
General feedback (compliments or suggestions) |
Immediately |
Within 5 business days however this is not always required – we may contact you if we need more details |
|
Informal complaint (can be resolved quickly) |
Immediately |
Within 10 business day |
|
Formal complaint (requires investigation) |
Immediately |
Within 20 business days (target) – we will let you know if it takes longer |
You can see our full process on our flowchart.
If you are not happy with the outcome, you can contact:
AbSec advocates for systemic change and stronger accountability across the child and family protection system. However, we are not a regulatory body and cannot intervene in individual cases involving other organisations or government departments.
If your complaint relates to a matter outside AbSec’s responsibilities, such as the conduct of a caseworker, the actions of a government agency, or the operation of a service provider, the below organisations may be able to assist.
If you’re unsure where to go, AbSec can help guide you in the right direction; even if we can’t resolve the matter directly.
For complaints about NSW government departments and some community service providers.
For concerns about child safety, Working With Children Checks, or accreditation of out-of-home care agencies.
For complaints about discrimination, human rights, or racial vilification.
Get Help Now
If you need immediate assistance, AbSec is here to support you.
We offer resources and guidance for children, young people, carers, and families at risk. Find the help you need and connect with the right support services.
About Us
AbSec is the peak organisation advocating for the rights and well-being of Aboriginal children, young people, and families in NSW.
Learn more about AbSec, our mission, and our commitment to supporting Aboriginal children, families, and communities through advocacy, capacity building, and sector leadership.
Strengthening Our Sector
Building a resilient and effective sector that can better support Aboriginal children, young people, families, and communities.
Our initiatives and programs are designed to enhance the capacity and capability of Aboriginal Community Controlled Organisations and NGOs.
Our Voice
This section offers insights into the key policies and initiatives we champion, representing our commitment to advocating for the rights and well-being of Aboriginal children, young people, families, and communities.
Closing the Gap
AbSec is dedicated to closing the gap in health, education, and wellbeing for Aboriginal children and families.
Explore the various initiatives and programs we support to drive systemic change and improve outcomes for our communities.
Get Involved
Discover how you can make a difference with AbSec.
From donating to becoming a carer, there are numerous ways to support our vision and help Aboriginal children, young people, families, and communities thrive.
AbSec would like to acknowledge the Traditional Owners of the land in which we work and pay respect to Elders past, present and emerging. AbSec acknowledges the Stolen Generations who never came home.
Aboriginal and Torres Strait Islander people are warned that this website may contain images of deceased people.
