We aim to deliver services that meet your needs. However, we understand that sometimes we might not get it right.
You have the right to complain if you are not happy with our service.
We value your feedback. This helps us improve our accountability and services.
When you make a complaint we will:
- listen to your complaint
- impartially and promptly document and investigate the complaint
- ask you about possible solutions to resolve your concerns, and
- work to resolve the problem or issue being raised.
All clients are encouraged to raise any concerns directly with the Advocate supporting them. However, if you feel uncomfortable speaking directly with them, you can raise your concern with the Complaints Officer.
How to make a complaint
You can make a complaint by calling the Complaints Officer in Melbourne on (03) 8578 1413 or use the online form below.
If you have concerns about raising issues with the Complaints Officer you can ask to speak with the Chief Executive on (03) 8578 1410.
What to consider when lodging a complaint
To assist you make a complaint think about:
- What has happened to cause the complaint?
- Who is involved?
- What the reason for your complaint is?
- What you would like to see happen to address your concerns?
You have the right to an advocate
If you do not feel confident to raise issues yourself, you are welcome to have an advocate present to support you raise issues or represent you.
Where someone is representing you, it is important you provide documentation that shows you have authorised the advocate to represent you.
All complaints are recorded in a confidential Complaints Register.
All persons making complaints will be kept informed of the progress and outcomes of their complaint. We regularly review data about the complaints to assist us improve our services.