We learn to make appropriate decisions with each other and not
always rely on authority to intervene on behalf of one or other of us.
A complaint may relate to the action or inaction of a diocesan worker or group of workers, a diocesan structure, program or process.
This webpage addresses complaints that are not of a criminal nature, nor constitute reportable conduct allegations (Part 3A Ombudsman Act) or a serious breach of professional standards. More serious concerns should be reported as allegations via the appropriate available pathways:
For reporting child abuse
For reporting abuse of vulnerable adults
Subsidiarity. It is most effective to address complaints directly with the diocesan worker who is the cause or subject of the complaint and attempt to resolve the situation on a mutually agreeable basis.
If you are unable to resolve the issue with the relevant diocesan worker, you should discuss it with that worker’s supervisor. For example, in the case of a teacher in a diocesan school, discuss it with the school’s principal or assistant principal.
Dependent on the service or program in which the diocesan worker is employed, volunteers or ministers, there are particular complaints procedures to follow.
For CatholicCare Social Services and DARA (Development and Relief Agency), you are encouraged to provide feedback, including making a complaint on CatholicCare’s website. There is advice on how to make a complaint and how to follow it up if unsatisfied with the proffered resolution:
You are also able to make a complaint to the NSW Ombudsman if dissatisfied with the outcomes of your complaint:
P: 1800 451 524
If you are dissatisfied with the outcomes of your complaint related to a NDIS-funded service, you are also able to make a contact the NDIS Quality and Safeguards Commission:
P: 1800 035 544 (9am-5pm Mon-Fri)
For Catholic Schools Office and diocesan systemic schools, if you are unable to resolve the complaint locally in the school, you can access the CSO’s Complaints Resolution and Feedback process, including downloading an electronic complaints form from the website:
For St Nicholas Early Education, the complaints procedure is centre-based, with each centre director responsible for addressing complaints from families. If you are uncomfortable making your complaint to the director, you are able to contact the St Nicholas general operations manager:
P: 02 4979 1197 available Monday to Friday during normal office hours.
If you are dissatisfied with St Nicholas’s response, you are entitled to make a complaint with the Department of Early Childhood Education and Care:
P: 1800 619 113
You are also able to contact the NSW Ombudsman if dissatisfied with the outcomes of your complaint:
P: 1800 451 524
For issues related to parishes, the priest or appointed leader is the appropriate authority with whom to address your complaint. You can obtain contact and website details for all diocesan parishes on the diocesan website:
If you are not satisfied with the parish leader’s response or you have a particular complaint about a member of the diocesan clergy that you have been unable to resolve directly with the particular cleric, you can refer the complaint to the chancellor of Maitland-Newcastle via the diocesan website:
P: 02 4979 1111, available Monday to Friday during normal office hours
If you are unable to resolve an issue with the relevant worker or their supervisor for issues relating to the Office of Safeguarding, please address your complaint to the Director of Safeguarding. You can lodge a complaint on this website:
P: 02 4979 1383