Guidance for those making a complaint

Complaints and compliments are an important part of improving our services. All complaints will be taken seriously and investigated appropriately. Please consider the impact and consequence of initiating vexatious, frivolous or malicious complaints.

Who can make a complaint?

Anyone can make a complaint to ReachOut Australia. You do not have to be receiving services from us, and you may make a complaint on behalf of someone else.

Any complaints received anonymously will be accepted and investigated as far as possible.

Who do I make a complaint to?

You can make a complaint to any ReachOut Australia staff member or through the ‘Contact Us’ page of the ReachOut Australia website.

Informal Complaints:

Many complaints can be resolved informally and this is often the best first step.

A person with a complaint (the complainant) is encouraged to begin by trying to resolve their complaint directly with the person/s concerned. The complainant can explain to the person concerned why their behaviour, decision or actions were unsatisfactory, unfair, offensive or discriminatory. Through discussion the issues may become clear, and the problem can be addressed. Many complaints can be resolved at this level.

However, if an informal complaint is not resolved satisfactorily a formal complaint should be made in writing.

Formal Complaints:

Formal complaints can be submitted via letter, email or an online form. The ‘Contact Us’ page on the ReachOut Australia website provides contact details of our various sites.

How do I make a formal complaint?

Formal complaints can be made via a letter or email. If you need assistance in making a complaint we are able to help you. If required, we can organise an interpreter.

You may wish to have an advocate or someone to support you or to act on your behalf to help you make a complaint.

What happens once I make a complaint?

When you make a complaint we will explain:

  • what will happen while the complaint is being dealt with
  • what supports are available to you
  • who will deal with the complaint
  • what will happen next, such as when you are likely to be contacted again.

You should not be made to feel that you cannot make a complaint, nor should making a complaint have any impact on the services you are receiving from ReachOut Australia.

The time it takes to resolve a complaint will depend on the nature of the complaint. Simple complaints may be resolved immediately. If we need to make further enquiries, it may take a few weeks to resolve. Where the complaint is about a more difficult matter it may take longer to resolve.

Some complaints cannot be resolved completely. If so, ReachOut Australia staff will help you to look at other options to address your issues and may follow up with you afterwards to check that the outcome of the complaint handling process is meeting your needs.

What happens if I am not happy with the outcome of my complaint?

If you are not happy with the outcome of the complaint, you can ask ReachOut Australia to review how the complaint was dealt with. You can do this in a letter, email, or over the phone. A more senior staff member may undertake the review.

ReachOut Australia staff may gather additional information to review the decision. This may or may not alter the original decision. After you have asked us to review how the complaint was dealt with, if you are still unhappy with the outcome of a complaint then there are outside agencies that may be able to help. These include:

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