Compliments and complaints

We love to hear from you – compliments are always lovely to receive and complaints help us improve our services. So, we have a formal compliments and complaints process.

Step 1: Talk to us

We want to hear from you so please email or call us on (03) 6227 5400 to tell us about your concerns or compliments.

A member of our management team will receive your compliment or complaint. They’ll respond as soon as they can, but definitely within 48 hours.

If you provide negative feedback, we’ll tell you the outcome as soon as we’ve resolved it. Resolution won’t take longer than four weeks.

Step 2: We’ll escalate any unresolved concerns

If a member of the management team can’t resolve your concerns, they’ll refer it to the Manager – Human Resources, who will brief the CEO or Deputy CEO and start a formal investigation.

If the issue is still unresolved, the Board will review the concern and action it.

We action all compliments and complaints within four weeks.

Step 3: External independent mediator review

Depending upon how severe your concern is, we may pass it on to an external independent mediator for action and resolution.

We fully support your right to access independent advocacy, and we encourage you to invite a friend, relative, advocate or significant other to support you.

Compliments and complaints procedure diagram

Send us your compliment or complaint

Contact form - feedback

Happy to help!

What can we do for you? If you need a hand or more info, get in touch via:

phone on (03) 6227 5400, email or visit us on facebook