We welcome your feedback and will use it as an opportunity to learn and where required improve services for the community. Feedback can be a compliment, a complaint or a suggestion for improvement.
All feedback will be taken seriously and followed up appropriately. Any information you provide will be treated confidentially and will not impact on our commitment to providing quality services to you and/or your family.
You can submit your feedback or complaint by:
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:
If you have provided us with your contact details you will receive an acknowledgement of the complaint which will include:
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.
If you are not satisfied with the outcome of your complaint, you can make further complaint to:
Level 5, 555 Bourke Street
Melbourne VIC 3000
Phone: 1300 796 344
Last modified on May 8th, 2023 at 3:31 pm
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