Feedback and Complaints
Everyone is welcome to provide compliments, complaints and suggestions. We will use what you tell us, to review how we work and improve our services. We appreciate you taking the time to comment on any aspect of our services, programs, policies or procedures.
We encourage you to have a say about what we do and how we do it.
CatholicCare Victoria values feedback, complaints and compliments from the people we serve, regardless of their age, cultural background, disability, ethnicity, gender, gender identity, language, life experience, religious belief or sexual orientation.
If your complaint relates to actual or possible abuse of a child, a young person or an adult who is a client, customer or attendee of CatholicCare Victoria, please contact the Privacy Team directly.
Your feedback and complaints provide us with important information to learn, and guides our efforts to improve the services we deliver.
To provide feedback to CatholicCare Victoria Housing, please click here or click the button below.
When should you complain?
- If you are unhappy about the way you have been treated by a worker, the service you have received, or the product provided.
- If you have had an experience that is causing you to feel unhappy, unsafe or distressed.
- If you find that we have not meet your expectations, or you are dissatisfied with our personnel, the services or the support we provide.
How can I give feedback or make a complaint?
We encourage you to make your complaint in any way that feels safe and comfortable for you. You can:
- Speak to any worker about your feedback or complaint in person
- Email the location you attended: location details here
- Use the form below to submit your feedback or complaint
Our process
The CatholicCare Victoria has a structured approach to resolving feedback and complaints.
We will listen to you about your concerns and experiences. We will contact you to ensure that we have understood your issue correctly, the impact it has had, and the outcome you wish to see.
We will explain our complaints process and provide you with opportunities to be involved in the process, and in any actions or decisions that may affect you.
Your feedback or complaint will be passed on to a staff member, who will work with you to resolve the matter.
We will treat the information you provide confidentially, unless you tell us differently or if we have a legal requirement to share your information – we will let you know if we need to share your information with anyone else.
You may also choose not to be contacted further.
We will keep in touch with you throughout the process, if you wish. We will let you know what will happen, when we will get back to you and who you can contact if you need support.
We will inform you of the outcome and explain the reasons for our decision.
If you have questions at any stage of the process, we encourage you to speak to the CCV worker assigned to work with you.
We encourage you to speak up and ask questions if you are unsure about what is happening, or if you don’t understand any aspect of what we are doing.
At any stage you can take your complaint to an external/ independent authority. We will support your choice to do so and can provide you with information on which who you can take the matter to. More information on external/ independent authorities is listed below.
If you are not satisfied with how we have worked to resolve your complaint, you may request a review of how your complaint was handled. A review will always be undertaken by a senior CatholicCare Victoria staff member, who has not been involved in handling your complaint.
Contact us
We encourage any person that has feedback or complaints, to raise it with a CCV worker in the first instance, so that we can provide you with assistance.
We understand that at times, you may wish to take a complaint to an independent body. It is your right to seek independent advice and support.
Please submit the form below, or contact:
Email | privacy.officer@catholiccarevic.org.au
Phone | (03) 9969 9692
Post |PO Box 2537, Bakery Hill, Vic 3354
Independent authorities
Victorian Ombudsman
The Ombudsman can enquire into and investigate complaints made regarding the actions of a registered community service. This can include such services as residential care units, home-based care, family support and specialist services.
Phone: (03) 9613 6222
Email: ombudvic@ombudsman.vic.gov.au
Web: www.ombudsman.vic.gov.au
Victorian Information Commissioner
Members of the public may make a complaint to the Office of the Victorian Information Commissioner if they believe that a Victorian Government agency, a local council or an agency providing services for the State has breached their privacy.
Phone: 1300 006 842
Email: enquiries@ovic.vic.gov.au
Health Commissioner
The Health Services Commissioner (HSC) is an independent statutory authority established to receive and resolve complaints about health service providers, including disclosure of health information and access to health information.
Phone: 1300 582 113
Email: hsc@health.vic.gov.au
Web: hcc.vic.gov.au/
Write to:
Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne VIC 3000
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