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 by 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 with and understand the EACH Customer Complaints and Feedback management process and that customers 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 acknowledging complaints within seven working days of a complaint being received. For complex complaints, EACH will complete the process within 28 days wherever possible. If the complainant is not satisfied with EACH’s internal process outcome, EACH will provide information about the relevant external Complaints Management Commissioners.

Your feedback will be received by our Customer Relations Coordinator who will respond directly (generally via email) and will liaise with the team leaders and managers of the program or area with whom you have concerns.

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 to lodge feedback.
  • Fill in the online form below.

External Complaints Officers

If you are unhappy with how EACH staff managed your complaint, you can also contact:

National Disability Insurance Agency
1800 800 110

Commonwealth Ombudsman
1300 362 072

(Calls from mobile phones at mobile phone rates)

1800 060 789

(Calls from mobile phones at mobile phone rates)

Aged Care Complaints Commissioner
1800 550 552


Health Complaints Commissioner
1300 582 113

Disability Services Commissioner
1800 677 342

Mental Health Complaints Commissioner
1800 246 054

Community Housing Complaints (Housing Registrar)
03 9651 1402

Victims of Crime Commissioner
1800 010 017 (between 9am to 5pm business days)

New South Wales

Health Care Complaints Commission
1800 043 159

Ombudsman New South Wales
1800 541 524


ACT Human Rights Commission
(02) 6205 2222


Office of the Health Ombudsman
133 64


Health Complaints Commissioner
1800 001 170

Got feedback or want to get in touch? Contact Us
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