We want to hear about your experiences with our staff and programs, whether good or bad.
At Anglicare Victoria, we’re committed to providing the best support services possible for children, young people, parents and families. To help us continually improve, we want to hear about both good and bad experiences that people have had with our staff and services. Your feedback – whether a compliment or complaint – is appreciated.
There are several possible outcomes from the process of managing your complaint:
We will make all reasonable attempts to advise you of the outcome, or outcomes of your complaint. Additionally, we will advise you of external bodies to which you can forward your complaint if you are not happy with the outcome of Anglicare Victoria’s complaints management process. These include:
Anglicare Victoria encourages individuals to report wrongdoing. We are committed to creating an environment in which individuals feel safe and comfortable reporting wrongdoing with confidence they will be protected.
You can report a wrongdoing to a member of the Executive Group. If you are comfortable doing so, you are also welcome to report the matter directly to the CEO.
We record all details of your concern and securely store the information. Only those people to need to be involved in the process will be able to access it. Unless you have made the complaint anonymously, you will be provided with a copy of this information.
If your concern cannot be resolved by the staff member you initially raised it with, a resolution manager may be allocated to the situation.
This manager will invite you to explain your problem, get an account of the situation from an Anglicare Victoria staff member, examine any relevant case records, and attempt to reach a prompt resolution.
You will be kept informed of progress and outcomes throughout the process. If the reviewing manager cannot reach a resolution, the matter will be referred to a senior staff member.
If you’re unhappy with one of our services or programs, there are a number of ways to handle the situation.
Speak directly to the staff member involved. We recommend this as a first action. The staff member may not be aware or your feelings or any situation, and they may be able to sort things out without the issue escalating further
Speak to the staff member’s Team Leader or Program Manager
Speak to any other person at Anglicare Victoria who you are comfortable dealing with
Send a letter or email to a worker, Team Leader, Program Manager, or another staff member you are comfortable approaching
To inform us of a positive experience, or to provide feedback that could result in an improvement to one of our services or programs, speak directly to the staff member who works with you. Alternatively, you can complete a Feedback Form in any Anglicare Victoria office, or fill one out online.