Complaints

We value feedback and complaints - if you have something you'd like to tell us, we want to hear from you.

We value feedback and complaints and use them to improve our services. Feedback and complaints help us to work out what we are doing right and what we could be doing better. It gives us the chance to improve our services for everyone.


Feedback

Feedback may be a compliment about a staff member or a service or a suggestion of how we can improve our services.


How can I give feedback?

You can:

  • Speak to a Benevolent Society worker or ask to speak to a manager. You can do this on the phone on 1800 819 633 or in person.
  • Write to:
The Benevolent Society
Level 1, 188 Oxford Street
Paddington NSW 2021

or

PO Box 171
Paddington NSW 2021

We can also arrange an interpreter or you can contact us through the Translating and Interpreting Service on 131 450.

If you are deaf, have a hearing or speech impairment, contact us through the National Relay Service. For more information, visit www.relayservice.gov.au.


Complaints

Anyone has the right to make a complaint: this includes clients, a family member, an advocate, carer or guardian, volunteer, another organisation or government organisation.


How do I make a complaint?

You can:

  • Speak to a Benevolent Society worker or ask to speak to a manager. You can do this on the phone on 1800 819 633 or in person.
  • Go to your local Benevolent Society office. A worker can help write your complaint if you need assistance.
  • Email us on complaints@benevolent.org.au
  • Write to:
    The Benevolent Society
    Level 1, 188 Oxford Street
    Paddington NSW 2021


    or


    PO Box 171
    Paddington NSW 2021


What information should I include with my complaint?

What you are making a complaint it is helpful for us to know:

  • Your name
  • The best way to contact you (phone, email or mail)
  • Which Benevolent Society service you are complaining about
  • What you want to happen now

You can make an anonymous complaint, but this sometimes makes it difficult for us to investigate a specific issue.


What happens after I make a complaint?

In some cases a complaint can be resolved immediately. Sometimes we need to contact you for some more information.

When we investigate your complaint we may speak to staff, review our files, or speak to other people who have been involved.

We will acknowledge what we have received your complaint within two working days. We aim to advise you of the outcome of the investigation within 28 days. If it is going to take longer than 28 days to investigate your complaint, we will tell you.


Will I be treated differently if I make a complaint?

Making a complaint will not disadvantage you in anyway. The Benevolent Society welcomes complaints and has processes in place to deal with your complaint professionally and openly.


What happens if I'm not happy with the outcome of my complaint?

You can ask for your complaint to go to the Complaints and Incidents Manager, or to our Chief Executive Officer.

We can give you information about government agencies where you can make a complaint. You can contact the government agencies if you are not happy with the outcome of your complaint or at any other time.


Lodging complaints with an independent third-party

National:

Department of Social Services

1800 634 035 

https://www.dss.gov.au/contact/feedback-compliments-complaints-and-enquiries

complaints@dss.gov.au


Age Care Complaints Scheme

1800 550 552

http://agedcarecomplaints.govspace.gov.au

complaintsschemeresources@dss.gov.au


New South Wales:

NSW Ombudsman

02 9286 1000

1800 451 524

http://www.ombo.nsw.gov.au

nswombo@ombo.nsw.gov.au


Queensland:

Department of Communities, Child Safety and Disability Services

1800 080 464

http://www.communities.qld.gov.au/gateway/about-us/compliments-and-complaints-feedback

feedback@communities.qld.gov.au