Complaints & positive feedback

COMPLAINTS AND CONCERNS

Do you have a complaint or concern about one of our services? You can make a complaint if you think we:


  • didn’t comply with law or guidelines
  • didn’t meet appropriate standards of care
  • put someone's safety at risk; or
  • did something which you (or someone else) found unhelpful or upsetting.


We're always looking for ways to do better, and complaints are just as important as appreciation in helping us improve our services. If we could have done something better, your comments are important to us. And you don't have to give your name.


APPRECIATION OR SUGGESTIONS


  • Did you have a good experience with one of our services?
  • Was one of our staff particularly helpful?
  • Is there something you think we could add or make better?


If so, please go to the Positive Feedback and Suggestions form - click here


OTHER WAYS TO CONTACT EVERYMAN

If you don't want to use this web form, you can contact us by:

  • sending us a message via the Contact page in our website at www.everyman.org.au/contact-us
  • calling us on (02) 6230 6999
  • visiting our office at the Griffin Centre, 20 Genge Street, Civic


If you visit, please don't ask to speak to the CEO when you arrive. EveryMan's policy is that program managers are the first responders to a complaint.


If you want to communicate with the CEO directly (e.g. your complaint is about the manager) please use this web form. The CEO sees these messages before anyone else does, and decides what will happen next.


If you'd prefer to write a letter directly to EveryMan's CEO, please address your letter like this:


CONFIDENTIAL – OPEN ADDRESSEE ONLY

CEO, EveryMan Australia

GPO Box 1753

CANBERRA ACT 2601

Don't forget to click on the SUBMIT button at the end.

Person completing this form

COMPLETING FORM FOR ANOTHER PERSON

Are you completing this form on behalf of someone else

(i.e. instead of that person)

Does this person know you're completing this form?
Why are you completing the form and not them?

This section is only relevant to completing the form for someone else. Please don't duplicate information to be given below.

e.g. your neighbour, who isn't an EveryMan client Note - you can give names etc a bit later, in the COMPLAINT/FEEDBACK DETAILS section below

Which EveryMan staff will see this report or be told of its contents?

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 so they can help address specific issues your complaint has raised. 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.

Were you advised EM staff will read this report?

This includes this report, and any emails or text messages you send us.

Do you want us to act on your complaint?

CONTACT DETAILS (optional)

You don't have to give us any personal information about you in this section, but if you want to be contacted we do need some details. If you're filling out the form for someone else, only give their contact details if they want us to contact them.

Please separate number into parts, e.g. 0400 222 333

Please separate number into parts, e.g. 6200 2222

if required to help us follow up with your issue

COMPLAINT/FEEDBACK DETAILS

What happened that you'd like to tell us about?

We'll start with things like the date and time, where it happened, and who was there, then you can tell us what actually happened.

If it was a specific event, your best guess is ok.

What actually happened, who said what, who did what, your reactions, what you think about it now. If you run out of space, go to the next text box

Please list two or three of the most important things

Following up

Would you like us to contact you and let you know what we're doing with your complaint or feedback?

please let us know why.

Do you have any comments or suggestions about improving this form or our complaints procedures?

Don't forget to click on the SUBMIT button.

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