Feedback, Complaints and Compliments

We encourage feedback and complaints and understand they are an important part of the continuous improvement of our services. We commit to handling any concerns raised fairly and in an objective and unbiased way.

You can give us feedback or make a complaint in any manner that suits you, for example, in person, by phone, email or letter or through the online complaint form below.

We will:

• promptly acknowledge receipt of a complaint;
• try to resolve any complaints as quickly as possible;
• keep you informed of any progress;
• maintain strict confidentiality;
• accept anonymous complaints;
• support you to be represented by an advocate; and
• support you to refer your complaint to an external agency, including if you are unhappy with the outcome.

Please note that we have an obligation to notify regulatory authorities and some government agencies about complaints we receive and will do this in accordance with our Privacy Policy.

You can download and read the Complaints Policy and brochure below.

Ways to lodge a complaint with us:

In-person: to any Intereach employee
Phone: 1300 488 226
Email: quality@intereach.com.au
Post: PO Box 501, Deniliquin NSW 2710 (marked confidential)
Online: complete the form above

Other ways to lodge a complaint:

Alternatively, you can give feedback or lodge a complaint about us at any time with external agencies.

You might also choose to do this if you are unhappy with the outcome of a complaint you lodge with us.

Commonwealth Ombudsman: 1300 362 072 | www.ombudsman.gov.au

NSW Ombudsman: 1800 451 524 | www.ombo.nsw.gov.au

Victorian Ombudsman: 1800 806 314 | www.ombudsman.vic.gov.au

Aged Care Complaints Commissioner: 1800 550 552 | www.agedcarecomplaints.gov.au

NSW Community Services Commission: 1800 060 409 | www.complaintline.com.au

Human Rights Commission: 1800 620 241 | www.humanrights.gov.au

National Disability Insurance Agency (NDIA): 1800 800 110 | feedback@ndis.gov.au

Emverio Workplace Complaints: is an external independent third party authorised Eligible Recipient by Intereach to receive disclosures under this policy.

• Phone: 1300 454 574 between 7.00 am and 8.00 pm (Australian Eastern Standard Time) Monday to Friday (excluding public holidays – reduced hours during holiday periods
• Email: info@complaints.emverio.com
• Mail: PO Box 1110 Spring Hill QLD 4000
• Web: www.workplacecomplaint.com Or by filling out this form Emverio Online Workplace Complaint Form

We love receiving compliments! Everyone wants to know what they’re doing well in the workplace and when they’ve done a good job; it’s great for a staff member’s morale and can help them identify what’s working and what’s not when providing services for our participants and communities. We use our compliments register to help drive the continuous improvement of our staff and services, so please take the time to tell us when we’ve done something good for you.

If you would like to send us a compliment please fill in the form below or

• phone 1300 488 226
• email quality@intereach.com.au
• post to PO Box 501, Deniliquin NSW 2710