Do you want to make a SUGGESTION, COMMENT, COMPLIMENT OR COMPLAINT?
You have the right to give feedback about the service which includes making a complaint. Feedback helps us improve our services and can be given anonymously.
You can give feedback in the following ways:
- Directly to your service provider - this is appreciated, quick and effective
- By filling out a feedback form located at Reception and putting it in the Suggestion Box
- Asking a staff member to complete a feedback form for you
- Online - click here to go to our feedback page.
- Telephone - 9450 2000
- Email banyule@bchs.org.au
How to make a complaint:
If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
If you would like to make a complaint online you can click here to go to our feedback page.
If you are visiting the centre please ask a staff member for a Opportunity for Improvement form.
Once the complaint has been recieved you will be sent an acknowledgement letter and a formal response will be sent within 14 days.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
• Fill out a complaint form online at hcc.vic.gov.au or
• Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.
If you are aged 65 years or over & receive any of these services from Banyule Community Health
Physiotherapy Dietetics Podiatry Occupational Therapy
and you have made a complaint and are not satisfied with how it was handled by BCH you can contact…
Department of Social Services (DSS) Complaints line
Telephone: 1800 634 035
Fax: (02) 6133 8442
Email: complaints@dss.gov.au
Mail: DSS Feedback, GPO Box 9820, Canberra ACT, 2601
Web site: https://www.dss.gov.au/contact/feedback-compliments-complaints-and-enquiries
OR
Aged Care Complaints Commissioner who is independent of the Department of Health
Telephone: 1800 550 552
Email: enquiries@agedcarecomplaints.gov.au
Mail: Locked Bag 3, Collins Street East, VIC 8003
Web: https://www.agedcarecomplaints.gov.au/
How to access an Advocate:
You have the right to have an advocate of your choice to present any complaints and assist you through the complaints management process.
Office of the Public Advocate
Phone: 1300 309 337
Web: www.publicadvocate.vic.gov.au
OPA is an independent statutory body established by the Victorian State Government.
OPA works to protect and promote the interests, rights and dignity of people with a disability.
North East Citizen Advocacy
Phone: 8407 3684
Web: www.citizenadvocacy.eom.au
56 Gabonia Ave, Watsonia South 3087
Local advocacy agency providing short and long term advocacy.
The NECA program works throughout the area to link up with people who have an intellectual disability and need support to deal with issues in their lives.
National Aged Care Advocacy Line
Phone: 1800 700 600
Aborigines' Advancement League
Phone: (03) 9480 7777
Information, referral, advocacy, counselling and support are available to Koori people on issues such as housing, health, finance, law, education, employment and recreation.
Disability Advocacy Resource Unit (DARU)
Phone: 9639 5807
Web: www.daru.org.au
DARU is a statewide service established to support the disability advocacy sector.
A directory of advocacy organisations is available through its website.
Action on Disabilities within Ethnic Communities (ADEC)
Phone: (03) 9480 1666
Web: www.adec.org.au
Advocacy for people with disabilities from a non-English speaking background
Leadership Plus Inc. (formerly Action for Community Living)
Phone: (03) 9489 2999
Web: www.leadershipplus.com
Leadership Plus provides individual advocacy to people with disabilities across
metropolitan Melbourne. They also pr.ovide specialist individual advocacy support to people with an Acquired Brain Injury.
Alzheimer's Australia
Phone: 9815 7800
Web: http://www.fightdementia.org.au/victoria.aspx
Alzheimer's Australia is the peak body providing support and advocacy for Australians living with dementia.
Disability Rights Victoria
Phone: (03) 9489 2999
Provides legal advice and assistance to people affected by the Disability Discrimination Act making a complaint
Victorian Advocacy League for Individuals with a Disability (VALID)
Phone: (03) 9416 4003
Web: www.valid.org.au
Provides information and advocacy support to people with intellectual disabilities, their families carers and advocates
Association for Children with a Disability
Phone: (03) 9818 2000
Web: www.acd.org.au
Assists families of children (aged 0-18 years) with a disability with information, support and advocacy
