Your feedback is very important to us!
We use your feedback to continuously improve our services. Your feedback helps us identify what we are doing well and what we need to improve.
It is important to know that your service will not be affected if you express your concerns to us. All issues raised by you will be treated confidentially and fully investigated.
You can share your feedback in the following ways:
- Talk to our staff, your worker or service manager or call 132246
- Complete the online feedback form
- Fill in a paper feedback form and give it to our staff or put in the box on site. Paper forms may have a slight delay in initial response depending when content is uploaded.
- Email the Quality team on [email protected]
- Write to us in your language using the translated online feedback form
What to expect when you give feedback
When you share your feedback with us, you can:
- Continue using our services with no impact to your service
- Choose to remain anonymous
- Get help from a support person or advocate
- Access an interpreter to tell us what you want to say
- Expect a response from us
We take all feedback seriously and will work with you to address your concerns.
We may ask for more information from you so that we can investigate the feedback.
We aim to resolve your concerns quickly and fairly. Some feedback we can manage and resolve immediately. More complex feedback may take longer and we aim to resolve within 30 days.
We will keep you updated throughout the process.
FAQ’s
What happens with my feedback?
- We will look into what you say, and if you ask us to respond to you, we will contact you within 30 days.
- We will ask you for your ideas to resolve the feedback.
- We group similar feedback together (de-identified) and action trends at a wider organisational level.
- We let our teams know when you give them a compliment.
If I complain, will it affect my service?
No. It will only help us identify ways to improve our service.
How is my information managed?
We treat your feedback as confidential, this means that we only discuss the feedback with relevant people to investigate it properly.
Any reporting of your feedback is de-identified. This means that we remove any information that could identify you but we may share how we used the feedback to improve our service via our website, in reports or to our funders.
We store your information securely and handle your personal information and data in line with our legal obligations.
Do I have to give my name?
No, but if you would like to hear back from us, we need your name and contact information. Having your name will allow us to investigate properly.
How do I withdraw my feedback if I change my mind?
If you have been contacted by a manager, please contact them back otherwise contact us again through the same channel that you gave the feedback.
What if I am not happy with the response I have received?
If you are not happy with our response you can ask to speak to the person’s manager, our CEO or contact one of the following organisations for help to resolve the complaint:
Health related services: The Health Complaints Commissioner
Mental Health related services: The Mental Health Complaints Commissioner
Services for older adults: The Aged Care Complaints Commissioner
Disability related services: The Disability Services Conmissioner
NDIS funded services: NDIS Quality & Safeguards Commissioner
People with disability seeking an advocate: The Office of the Public Advocate
Victorian public related services: Victorian Ombudsman