Complaints Policy
Your feedback matters. Our commitment to quality service includes listening to your concerns and resolving them fairly and promptly.
Quick Actions
Policy Details
What is a Complaint?
A complaint is an expression of dissatisfaction about:
- The quality of our services or supports
- Actions or decisions made by our staff
- The way you have been treated
- Delays in service delivery
- Communication issues
- Any aspect of our service that hasn't met your expectations
Important: We Welcome All Feedback
You have the right to make a complaint without fear of retaliation or impact on your services. All complaints are treated seriously and confidentially.
How to Make a Complaint
EmailOnline Form
Use our secure complaint form below
MailComplaints Officer
Positive Care and Supports
PO BOX 6048
Melbourne, VIC, 3004
In Person
In PersonSpeak directly with your support coordinator or any staff member
Need Help Making a Complaint?
We can help you:
- Arrange an interpreter or communication support
- Have a family member, friend, or advocate assist you
- Provide the complaint form in different formats
- Arrange a face-to-face meeting
Our Resolution Process
Acknowledgment
Within 2 business day
We acknowledge receipt of your complaint and provide you with a complaint reference number.
Investigation
Within 5 business days
We investigate your complaint thoroughly and fairly, speaking with relevant staff and reviewing records.
Resolution
Within 21 days
We provide you with our findings and proposed resolution in writing.
Follow-up
30 days later
We check that you're satisfied with the resolution and any agreed actions have been completed.
Complex Complaints
Some complaints may take longer to resolve due to their complexity. If this occurs, we will:
- Keep you informed of progress every 10 business days
- Explain why additional time is needed
- Provide a realistic timeframe for resolution
External Complaint Options
If you're not satisfied with our response, you can make a complaint to:
Your Rights When Making a Complaint
No Retaliation
Your services will not be affected by making a complaint
Confidentiality
Your complaint will be handled confidentially and only shared with those who need to know
Support Person
You can have a support person, advocate, or family member help you
Communication
Request interpreters or alternative communication formats
Information
Regular updates on the progress of your complaint
Fair Process
Impartial investigation and fair resolution of your concerns
Submit a Complaint
Policy Information
Last Updated: January 2025
Next Review: January 2026
Version: 2.0
This complaints policy is reviewed annually to ensure it meets current standards and regulations.
