Complaints

Do you have a complaint or concern about one of our services? If so, we might be able to help you get it dealt with.  It's our job to take complaints and make sure they're responded to. Complaints are just as important as praise and appreciation in helping us improve our services.

You can make a complaint if a service or staff member:

  • didn’t comply with law or guidelines;
  • didn’t meet appropriate standards of care;
  • put someone's safety at risk;
  • impacted badly on someone, whether it was:
    • you
    • someone you know who uses our services
    • a partner or family member
    • a worker from another agency
    • a member of the public

Your Privacy

Sometimes people feel reluctant to make complaints. They may be embarrassed, afraid that no-one will listen, or anxious about what will happen. 

If you feel this way, you can give your feedback anonymously - you don’t have to identify yourself.  We will respond to your comments, however you decide to make them.

Positive Feedback and Suggestions

We like to do the best job we can, so if you think our staff or services have done a good job in assisting you, or if you have some ideas about improvements, we’d really like to know about it. 

If you're not sure about what you want to tell us, just call - we’d like to hear from you.

How to give positive feedback or make a complaint

To make a complaint OR give positive feedback and suggestions:

GO ON LINE – use a web form to tell us what you want to say.  Click here.

TALK TO SOMEONE - phone us on 6230 6999 or visit our office (3.01 Griffin Centre, 20 Genge Street, Civic) to speak to the person you want - the worker or their supervisor, or one of the Directors.

WRITE TO US

Email:  ask at the office for a staff member's email address, or click here to email us now.

Mail: Send a letter or a paper Complaints and Other Feedback form to GPO Box 1753 ACT 2601.  To download the paper form, click here

At our office: ask for a paper Complaints and Other Feedback form, and put it in the COMPLAINTS AND FEEDBACK box.

WRITING TO THE BOARD OF DIRECTORS

If you prefer, you can write directly to EveryMan's Board of Directors. If you’d like to contact the Board, address your letter like this:

CONFIDENTIAL – OPEN ADDRESSEE ONLY
Board of Directors,
EveryMan Australia Inc
GPO Box 1753
CANBERRA ACT 2601

Please note: if you don't mark your letter 'Confidential' it will be read by the Executive Director

When you don't want the other person to know

When we receive a complaint about a staff member, we usually inform them about it as part of taking action to improve services or stop inappropriate behaviour from occurring again.  We also do this because as employers, we need to observe principles of natural justice and give them a chance to give their version of events.

If a program needs to make changes to the way it does things as a result of your complaint, a small number of management or program staff may need to know what you've said, if that's needed to address specific issues.

If you don't want that to happen, please let us know when you submit your complaint. If you don't want to have a specific person know about your complaint, please let us know.

You can also tell us you don't want us to do anything directly with your complaint, if you're worried that the other person might guess that you've contacted us if we raise the issues you're concerned about.

Restrictions on who we can tell may limit what we can do to take action to address your concerns, but we will do what we can.

 Other Resources for complaints handling

If you want to make a complaint to another agency, you can use one of the following:

Human Services Registrar:

Phone: 6207 5474

Email: quality@act.gov.au

Website: http://www.communityservices.act.gov.au/home/quality-complaints-and-regulation

 

Human Rights Commission:

Phone: 6205 2222

Email: human.rights@act.gov.au

Website: http://www.hrc.act.gov.au

 

ACT Ombudsman:

Phone: 1300 362 072

Email: ombudsman@ombudsman.gov.au

Website: http://ombudsman.act.gov.au