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

Download an 'easy read' about giving feedback.

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 seven days.

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 Manager - Quality and Safeguards, who will brief the General Manager - Quality and Risk 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.

View our feedback policy


Send us your compliment or complaint


Provide as much detail as you can, including what happened, when it happened, and who was involved.
You can attach extra information, images, video or documents to this form.

We'll contact you within seven days to let you know we've received your feedback, and to talk about what happens next and when.

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