Frequently Asked Questions

Yes. The Salvation Army considers claims for any kind of abuse in connection with The Salvation Army while the National Redress Scheme only considers applications concerning sexual abuse.

Your privacy and confidentiality is of the utmost importance to us. All client files are confidential and can only be accessed by personnel who work at the Centre for Restoration (CFR). The following safeguards ensure that client files are accessed only by those authorised to do so:

  • All physical files are stored in a locked filing cabinet when not in use
  • All physical files are signed out and signed in utilising a File Access Form
  • All electronic files are stored in a secure online case management system accessible only by CFR staff
  • All personal and sensitive information collected by CFR is held and managed in accordance with our privacy policy, a copy of which can be found at our Privacy Policy page

Unless there are extenuating circumstances, the whole process should take no longer than 2 months.

After getting in touch with us and completing the appropriate forms, your claim will be taken to the Personal Injuries Complaints Committee (PICC) which meets monthly. At this time, PICC will come to a decision regarding a redress offer, which will be relayed to you within 2 working days, by your case manager.

A Letter of Offer will also be posted out to you. Once you have accepted the offer (either verbally or in writing) we will send a pack which includes a banking details form and a Deed of Release to complete and return to us. The Salvation Army requires you to have independent legal advice before signing the Deed of Release, which we will pay for. Once signed and returned, the Deed of Release requires The Salvation Army to make payment to you within 28 days.

If you are unhappy with the outcome of PICC, you have the right to request your matter be reconsidered by the Committee. Usually, this means providing additional information that the Committee can use to reconsider their initial offer. Alternatively, you may wish to seek legal advice.

You have the right to change your mind at any point in the process prior to receiving a payment from The Salvation Army.

You also have the right to seek legal advice at any time and we will support you in doing so, by assisting with covering the reasonable cost of a lawyer explaining the proposed settlement documentation with you. If you do change your mind and no longer wish to settle your claim, simply indicate that decision to the Centre for Restoration.

We understand that you may wish to engage lawyers to assist you. Knowmore is a free service established by the National Association of Community Legal Centres (NACLC) and funded by a grant from the Australian Government.

Knowmore provides legal advice and assistance, information and referral for survivors of institutional child sexual abuse via a free advice line and face-to-face services in key locations. For more information, you can call them on 1800 605 762 or visit

Please visit the Historic Records Requests page where you will find further information and the forms required to request historic records.

How can I provide feedback about the Centre for Restoration

The Centre for Restoration (CFR) welcomes feedback about our service so we can continue to work towards mutually acceptable resolutions to all complaints or allegations of abuse. you can always contact us via phone, email or post.

(02) 9466 3063


The Salvation Army
Centre for Restoration
PO Box A435
Sydney South, NSW 1235

Centre for Restoration feedback policy

The Salvation Army is committed to ensuring that those who engage with The Salvation Army’s redress framework have their cases managed from a basis of trauma-informed practice and in a timely manner.

In line with The Salvation Army’s commitment to the work of the Royal Commission into Institutional Responses to Child Sexual Abuse, we welcome feedback and complaints about our service so that we can engage in continuous improvement to benefit from client experiences.

This policy outlines:

  • The steps that will be undertaken by The Salvation Army to ensure staff encourage feedback and complaints about our service
  • The steps to work towards mutually acceptable resolutions to complaints received

All those accessing The Salvation Army’s redress framework have the right to provide feedback and complaints about the service they receive.

All staff within CFR will:

  • Recognise the rights of those providing feedback and/or complaints to do so without any impact to their claim for redress
  • Encourage those accessing the service to provide feedback and/or a complaint, which will be valued and recognised
  • Treat individuals providing feedback and/or complaints with dignity and respect, and deserve to be likewise treated with dignity and respect
  • Handle all feedback and/or complaints with privacy and confidentiality

To ensure the accuracy of any complaint or feedback, and to prevent misunderstandings, all persons will be asked to verify the accuracy of their complaint/feedback in writing. If a person is unable to do this due to a disability or impairment of any kind, then The Salvation Army will work with that person to ensure a suitable alternative course of providing an accurately recorded and verified complaint can be made.

All complaints will be responded to by The Salvation Army in writing. If the complainant has any difficulty in receiving a written response to a complaint, The Salvation Army will work with that person to provide a suitable method for the person to understand that response.

Please note:

  • All feedback and complaints will be acknowledged by the Head of CFR in writing within five business days of receipt
  • The complaint resolution process will be monitored and finalised within 30 calendar days

Our commitment to safety for children and young people

The Salvation Army is deeply sorry for the mistakes of the past. We are wholeheartedly committed to doing everything possible to prevent these mistakes being repeated.

The leaders of The Salvation Army want to ensure that everyone who comes to The Salvation Army – but especially children – finds a safe place, where safe programs are offered by safe people. We take this responsibility very seriously.

The Salvation Army has a no tolerance approach for abuse of any kind.

The Salvation Army has undertaken decisive disciplinary action against all personnel who have ever been involved in child sexual and physical abuse. Their behaviour has been reported to the police. All our child protection policies have been made retrospective so that no person involved in any form of child sexual abuse will be allowed to serve as a Salvation Army officer.

To understand more about our commitments to safety for children and young people, please see our dedicated website for safeguarding children and young people.

The Salvation Army acknowledges the Traditional Owners of country throughout Australia and recognises their continuing connection to land, waters and community. We pay our respects to them and their cultures; and to elders both past and present. The Salvation Army is a child safe organisation that is committed to ensuring the wellbeing of children and young people, and protecting them from harm.

Hope where it's needed most