Feedback is important

CPL is committed to delivering the best possible outcome for its clients. We consider all feedback including what we are doing well and what we can do better. 

Our commitments

Our commitment is to focus on our clients and positively accept and manage the information they provide with transparency and respect. 

This involves ensuring a Human Rights lens is applied including:

  • Always safeguarding our client's opinions from any reprisal.
  • Encouraging comments and observations from all stakeholders.
  • Promptly acknowledging, investigating and responding within agreed timeframes.
  • Reaching agreement on the outcomes required by the person providing the feedback.
  • Maintaining clear documentation of all relevant communication. 

What happens to your feedback

A representative from CPL will:

  • Contact you and acknowledge your feedback.
  • Always receive your feedback in a positive and encouraging manner.
  • Discuss the outcome you are seeking with you and a timeframe you can expect to receive an outcome.
  • Keep you updated as we investigate your feedback.
  • If we are unable to provide you with an agreed resolution or you are unhappy with the outcome, we will provide you with the details of where you can go next.

Please note that you can always contact the CPL Feedback Advisor directly at feedback@cpl.org.au to discuss your feedback or any concerns you may have about the process.

If an investigation takes longer

If the investigation takes longer than has been agreed, the person who provided the feedback will be advised that there is a delay, and more time is required. A new time frame will need to be agreed on with all stakeholders involved.

Give us feedback

Share your feedback

We value your feedback and appreciate you taking the time to inform us of ways that we can improve our services and the experiences we provide.

Call us 1800 275 753