Complaint Guidelines
All complaints are handled objectively and fairly with appropriate confidentiality. We encourage you to play an active part in resolving your complaint by outlining your concerns as clearly and accurately as possible.
Anonymous complaints
We can accept and investigate anonymous complaints (by selecting "No" to the relevant contact question, however this will mean that we cannot advise you of the outcome of your complaint.
Making a complaint on behalf of someone else
You can make a complaint on behalf of someone else, but we cannot give you information about the outcome without written authority from the individual due to the confidentiality and privacy requirements.
What can I expect to happen after making a complaint?
We will aim to contact you in writing within 10 working days to confirm we have received and actioned your feedback. Please ensure that your contact details are correct on this Form.
You will also recieve a response once we have investigated your complaint. We aim to resolve complaints within 30 working days, however more complex complaints may take longer to investigate. In any case you will be notified within 30 days if more time is required beyond the 30 working days.
We cannot give you any information that contravenes the Privacy Act 1988 (Cth) or Privacy Act 2000 (New Zealand).
What is expected of me?
If you are making a complaint, please give clear information about your concern, including:
- What happened
- When it happened
- Who was involved
- The case reference number provided to you on your engagement with IDCARE (if you received Case Management)
- What outcome you hope to get from your complaint.
At all times, you must treat our staff with courtesy and respect.