Making a complaint

Guidance for those making a complaint

Complaints are an important part of improving our services. We take complaints seriously and will investigate them 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 don’t have to be receiving a service 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 via the Complaints Officer, or through the form at the bottom of this page.

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 isn’t resolved satisfactorily, a formal complaint can be made in writing.

Formal complaints

Formal complaints can be submitted via letter or email to the Complaints Officer, or via the online form. 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, someone to support you or to act on your behalf, when you make a complaint.

If the complaint involves a person or group within ReachOut Australia, that person or group will not be responsible for handling the complaint process. Another person within ReachOut will handle the complaint, or an independent party may be called upon. 

Complaints by letter can be addressed to:

Complaints Officer
ReachOut Australia
PO Box 597
Pyrmont NSW 2009

What happens once I make a complaint?

When you make a complaint you will receive an acknowledgement that will include:

  • 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 its nature. Simple complaints may be resolved immediately. If we need to make further enquiries, your complaint will take longer to resolve.

Some complaints may not be resolved completely. If so, ReachOut Australia staff will help you to look at other options to address your issue. They may also follow up with you to check that the outcome of the complaint-handling process met your needs.

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

If you’re 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 or by email. A more senior staff member may undertake the review.

ReachOut Australia staff may gather additional information to help them review the decision. This may or may not alter the original decision. If you’re still unhappy with the outcome after you’ve asked us to review how the complaint was dealt with, then there are outside agencies that may be able to help. These include:

Make a complaint

This form is not regularly monitored, and ReachOut cannot provide immediate or crisis support. If you need help right now or know of someone who does, there are 24/7 services available. Visit our Contact Us page for more information.
 

To review our privacy policy and how we collect and store your personal information, please visit our website.