Complaints and Feedback

EACH values the perspective and input from our consumers and the community and actively ensures that they have an accessible and a safe avenue for providing feedback that fosters a culture which supports consumers and the community to make positive comments as well as raise complaints.

All feedback provides EACH with an opportunity to review services, facilities or systems which can lead to quality improvements for the consumer.

EACH has a commitment to the fair resolution of complaints by people at all levels in the organisation adopting the “Natural Justice Process”. This means that a minimum standard of fairness is to be applied to the investigation and resolution of a complaint.

EACH will ensure that all management, staff, Board members, volunteers, students and agency staff; are familiar and understand the EACH’s Consumer Complaints and Feedback management process and that consumers are aware of their right to make a complaint and the right to have an advocate to assist them with this process.

EACH is committed to acknowledge complaints within five working days of complaint received. For complex complaints, EACH will endeavour to complete the process within 28 days.
If complainer is not satisfied with EACH’s internal process outcome, EACH will provide the complainer with information about the relevant external Complaints Management Commissioners.

Complaints and feedback can be submitted in one of these ways:

  • Contact the manager of your service area directly.
  • Email
  • Call us on 1300 00 3224 and ask for the EACH Consumer Liaison Officer.
  • Fill in the online form below.