For general feedback or compliments about the Brotherhood's services, please use the Feedback button.
If you would prefer to raise a concern or make a formal complaint, please use the Complaints button. By doing this you will assist us to respond to your communication appropriately.
The information gathered from these processes is evaluated to make continuous improvements to service delivery and its interactions with the general public.
When a complaint is received, the person making the complaint can be assured that it will be; received and addressed in strict confidence; addressed in a spirit of helpful cooperation and sensitivity and resolved promptly.
We encourage anyone who wishes to make a complaint or give feedback to contact the service involved directly. Alternatively if you prefer to contact us online please use the Contact Us tab. If you would like to speak to a person directly please call 9483 1161 and speak with one of our Quality Assurance team who will be able to assist you.
The Brotherhood understands that on some occasions you may wish to take your complaint to an independent sector body. It is your right to seek independent advice or support when making a complaint. Below is a contact list for independent sector bodies who may be able to assist you.
Does not investigate complaints. They are an independent statutory body that promotes improvement in policies and practices affecting the safety and wellbeing of Victorian children and young people.
They have a particular focus on vulnerable children and young people. They can refer Complaints to the Department of Human Services.
Phone: (03) 8601 5281 Email: childsafestandards(at)ccyp.vic.gov.au Internet: www.ccyp.vic.gov.au
If you are unhappy with the service provided by BSL disability service or NDIS Local Co-ordination Service, you can talk to the commission. You can make an enquiry, ask for information, receive coaching on how to talk to your service provider or make a complaint.
Phone: 1800 677 342 (no charge from land lines) Email: complaints(at)ODSC.vic.gov.au Internet: www.odsc.vic.gov.au How complaints are investigated: View PDF (707kb)
The department wants to ensure services work for people who need and use them. They are happy to hear from people using their services, their advocates and representatives. They particularly want to know if; you feel a service is unsatisfactory, you did not receive enough information or choice or you believe you were denied respect, dignity or privacy.
Phone: 1300 650 172 [local call fee within Victoria except mobiles) Email: complaints.reception(at)dhhs.vic.gov.au (online form)Intranet: www.dhhs.vic.gov.au/making-complaint
The Office of the Australian Information Commissioner (OAIC) can investigate privacy complaints from individuals about Victorian Government agencies or an agency providing services on their behalf. You can make a complaint if you are unhappy with the handling of your personal information Complaints to the Privacy Commissioner must be made in writing. The preference is for you to use their online Privacy Complaint form.
Phone: 1300 666 444Email: enquiries(at)privacy.vic.gov.auInternet: www.privacy.vic.gov.au
The Aged Care Complaints Commissioner provides a free service for anyone to raise their concerns about the quality of care or services being delivered to people receiving aged care services subsidised by the Australian Government.
Phone: 1800 550 582 (mobile calls will incur charges)Email: Online form at website belowInternet: www.agedcarecomplaints.gov.auMail: Aged Care Complaints Commissioner, GPO Box 9848, Melbourne
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The VRQA encourages students and parents to make complaints and resolve issues when they arise. Complaints can improve the quality of education. The first step you must take is to make a complaint directly to your school or training organisation.
If you have been unable to resolve your complaint with your school or training organisation you can make a complaint to the VRQA about the RTO. Your complaint must be made in writing. You can use our online complaint form.
Phone: 9637 2806 (from 9:00 am to 5:00 pm Monday to Friday)Email: email@example.comInternet: www.vrqa.vic.gov.au/complaints
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The Brotherhood of St Laurence (BSL) acknowledges and understands its obligations under the UN Convention on the Rights of the Child and recognises that all children and young people have the right to be treated with respect and care, and to be safe from all forms of abuse. BSL has a zero tolerance towards child abuse. Read the official statement signed by the Executive Director.
Acknowledgement of country
The Brotherhood of St Laurence acknowledges and recognises the Traditional Owners of the land upon which we live and work, and we pay our respects to their Elders both past and present.