1. We acknowledge it
We record the complaint, acknowledge receipt where contact details are provided, and explain the process in an accessible way.
Complaints and feedback
Speak up safely
Participants, families, advocates, staff and community members can provide feedback or make a complaint. Complaints can also be made anonymously.
How to make a complaint
You can email us, use the contact form, ask for an anonymous complaints and feedback form, or ask a trusted person to support you. We can explain the process in plain language and arrange interpreter support where required.
Our process
What happens after we receive feedback or a complaint
We use a clear complaints process so concerns are acknowledged, reviewed, recorded and used for continuous improvement.
2. We review and investigate
We review risk, collect relevant information, interview people where needed, and document findings and recommended actions.
3. We respond and improve
We advise the participant or complainant of the outcome where possible, record actions in the complaints register and review improvements.
Your rights when making a complaint
You have the right to raise concerns without fear of unfair treatment. You can ask for help, use an advocate, request accessible communication, or choose to remain anonymous.
We will aim to
- Listen respectfully and take concerns seriously.
- Protect privacy and only share information when appropriate.
- Keep the complainant updated where contact details are available.
- Record complaints in the complaints register.
- Use complaints to identify training, policy, service or safety improvements.