Interpreters and Notetakers will supply all Deaf clients with Consumer Feedback Cards, which can be posted to Sign Language Communications NSW (SLC NSW) at the Deaf Society's head office.

Hearing clients will be contacted on a random basis by the Coordinator, SLC NSW for feedback.

The information received from these cards and phone calls will be confidential.

The feedback is designed to enable the Society to monitor the quality of our interpreting service.

Complaints Procedure
Consumers of the service have the right to raise grievances and have them resolved in a manner and to a level which is satisfactory to them. This service will provide appropriate avenues for people to state and resolve any grievances about the service they receive without fear of penalty or victimisation. All grievances will be handled according to the policies regarding privacy and confidentiality.

Consumers of SLC NSW's services are able to make complaints in the following ways:

• By phone/TTY, fax or email to the Manager, SLC NSW; or
• In writing to the Manager, SLC NSW or the Director of Services

The following details will be recorded:

1. Date of the complaint
2. Name and contact details of the complainant (this information will be kept confidential)
3. The nature of the complaint (including name of the subject of the complaint and details of the matter to be investigated)
4. A record of the investigations undertaken
5. The findings and recommendations
6. Final action taken
7. The date and manner in which the complainant was informed of the outcome.

The complainant will be notified within ten working days from the notification of the complaint as to the process being undertaken to reach a resolution and will be informed as to the final outcome and/or updated during the process as appropriate. Interpreters will be given the opportunity to answer any complaint.

Consumers can also take action through an external complaints agency - e.g. National Accreditation Authority for Translators and Interpreters (NAATI), Disability Complaints Service, Anti Discrimination Board, Australian Human Rights Commission (formerly Human Rights and Equal Opportunity Commision, known as HREOC) - at any stage in the process.