Feedback

You can submit your feedback or complaint by:

• Submitting an online Feedback and Complaints form
• Phoning 1300 430 599
• Talking to our staff during your appointment
• Downloading a feedback form here and submitting it here bcls@barwoncls.org.au or by mailing your feedback form to:
  Administration Manager
  PO Box 571
  Belmont VIC 3216

The Administration Manager will be responsible for receiving this correspondence and directing it to the appropriate person.

You have a right to lodge a complaint with us regarding any incident or issue that occurs during the delivery of our services, or in connection with our services.

We are committed to upholding your rights as a service user, including the right to:

• be treated with respect and dignity
• receive services that are sensitive their age, ability, gender, sexual identity,
  culture, religion or spirituality, language and communication needs
• have their privacy respected and protected
• access their records
• a quality service
• participate in the service they receive
• give feedback, including complaints about the service they receive
• be safe from abuse, neglect, violence and preventable injury.
• be free from any reprisal following a complaint, such as any change to, or cancellation of, services.
• be supported to report your complaint to an external body if you are not satisfied with the way we respond to a complaint.
• be involved in decisions related to resolving a complaint.
• remain anonymous if you choose.

If you have provided us with your contact details you will receive an acknowledgement of the complaint which will include:

• Contact details for the person managing your complaint
• An outline of the process for managing your complaint, including timelines, what you can expect to happen and options if you are unhappy with the resolution proposed

If appropriate, we will conduct an investigation into the circumstances surrounding your complaint and a resolution will be proposed within 30 days of receiving it.

In a situation where our investigation process will take longer than 30 days, the person managing the complaint will contact you formally and let you know the reason for any delay and the expected timeline.

Level 5, 555 Bourke Street

Melbourne VIC 3000

Phone: 1300 796 344

https://lsbc.vic.gov.au/consumers/complaints/how-lodge-complaint

Level 2, 570 Bourke Street

Melbourne VIC 3000

Phone: 1800 806 314

Email: ombudvic@ombudsman.vic.gov.au

https://www.ombudsman.vic.gov.au/complaints/

Level 7, 14-20 Blackwood Street

North Melbourne VIC 3051

Phone: (03) 9320 1044

Email: ethicscomplaint@aasw.asn.au

www.aasw.asn.au/information-for-the-community/making-a-complaint