Tell us what went well. Tell us what could be better.
Your experience matters to us. Whether you have a concern, compliment, suggestion or complaint, we want to hear it and respond in a fair, respectful and practical way.
Complaints and feedback are both valuable.
You do not need to use formal language or know exactly what category your message falls into. Simply tell us what happened and what you would like us to consider.
Make a complaint
Tell us when a service, product, interaction, invoice or outcome has not met your expectations. Include what happened and how you would like the issue addressed.
Email your complaint →Share general feedback
Share a compliment, idea or suggestion about our support, communication, website, accessibility, services or customer experience.
Share feedback →Clear steps from concern to outcome.
Straightforward matters may be resolved immediately. More complex concerns may require additional review, but we will keep you informed.
Tell us what happened
Contact us by phone, email or through our website and provide as much relevant information as you can.
We acknowledge it
We confirm that your complaint has been received and identify who will be reviewing it.
We investigate
We review relevant records, communications, service information and any response from our team.
We explain the outcome
We provide an outcome, explain our reasoning and outline any action or further options available.
Include whatever information you have.
You do not need to prepare a formal document. The following details can help us understand and review the matter more efficiently.
Tell us how we can make the process easier.
You may ask a family member, carer, advocate or support person to contact us or assist you. Please tell us about any communication or accessibility requirements, and we will discuss available options.
Respectful, confidential and practical handling.
You will be treated fairly
We will listen to your concern without judgement and provide a reasonable opportunity for you to explain your experience.
We will keep you informed
Where a matter takes time to investigate, we will provide updates and explain any information still required.
We will explain our decision
We will explain the outcome and any actions we intend to take, including available escalation options where applicable.
Information relating to a complaint will be handled carefully and shared only where reasonably required to investigate, respond to or resolve the matter. Please avoid sending passwords or other sensitive login information.
Ready to share your experience?
Tell us what happened, what worked well or what could be improved. Your feedback helps us deliver better support, communication and technology services.