Tell Us What You Think
Your feedback is valued and it helps us improve our services.
We value what you have to say about our programs. Your feedback could make us aware of strengths and problems that we don’t know about. So, we want to hear from you.
It’s always good to be told when things go well. We like to know what’s working and how the things we do make a difference. If you would like staff to know the good things they do, please write a quick compliment in the form on the right and send it to us.
If you had a concern about something or would like to make a complaint we’d also like to hear that, so we can work to improve and work with you to resolve the issue. You’ll find the complaints form further down.
What To Expect
If you have a complaint, we will respond to it promptly and sensitively. We will treat your complaint in confidence and respect your privacy. You can help us by providing as much relevant information as possible. The form below helps guide you through this process. Or you can talk to one of our staff and they will help you lodge your complaint.
We aim to address your concerns as quickly as possible.
Where appropriate, we will investigate your complaint to understand what happened, and why, as well as to find ways to prevent it from happening again. We will keep you informed about the progress of your complaint along the way.
You may involve your own support person at any time.
What We Will Do
We will work with you to assess how best to resolve your complaint. Please consider the outcome you would like and we will strive to provide it.
Improving Our Service
Compliments and complaints are discussed at staff meetings. We work together to find ways to improve our service and stay informed of what has happened.
To respect your privacy, we withhold the names of those making complaints when discussing ways to improve things.
External Complaint Mechanisms
To appeal our decisions:
If you do not feel comfortable raising a complaint directly with us or continue to be dissatisfied after raising your concern with us, assistance is available. We will support you to have your concerns resolved with a third party.
A full list of external parties is available on the right. The local state Ombudsman is available to support you to resolve your concerns with us.
ACT
p. 1300 362 072
www.ombudsman.act.gov.au
NSW
p. 02 9286 1000
www.ombo.nsw.gov.au
Qld
p. 07 3005 7000
www.ombudsman.qld.gov.au
SA
p. 08 8226 8699
www.ombudsman.sa.gov.au
TAS
p. 1800 001 170 (free call in Tasmania) or 1300 766 725 (cost of a local call anywhere in Australia)
www.ombudsman.tas.gov.au
Information / Privacy Commissioner:
p. 1300 363 992
enquiries@oaic.gov.au