Complaints and Feedback

​​​The Brotherhood of St Laurence encourages and welcomes all complaints, compliments and feedback received. We measure the quality of the services and interactions that the public has with the organisation through various processes including complaints, compliments and feedback.

Stock image of person writing on a sheet of paper in blue ink.



For general feedback or compliments about the Brotherhood's services, please use the Feedback button. 

Button for submitting feedback e-mail to quality@bsl.org.au



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.

Button for submitting a complaint e-mail to quality@bsl.org.au

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.

Commission for Children &
Young People

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

Disability Services Commisioner
 

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)

Department of Health &
Human Services

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

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

Privacy Commissioner
 

 

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 666 444
Email: enquiries(at)privacy.vic.gov.au
Internet: www.privacy.vic.gov.au 

Retirement & Ageing

 
Aged Care Complaints Commissioner

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 below
Internet: www.agedcarecomplaints.gov.au
Mail: Aged Care Complaints Commissioner, GPO Box 9848, Melbourne

Please ensure your letter includes:

  • your name, address and telephone number
  • the date you are lodging your complaint
  • details of your complaint, including specific dates of events and relevant comments
  • the name of the aged care home or service and the state/territory in which it is located
  • the name of the person receiving aged care that your complaint relates to.

Registered Training Organisation

 
Victorian Registration and Qualifications Authority (VRQA)

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: vrqa@edumail.vic.gov.au
Internet: www.vrqa.vic.gov.au/complaints

 

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 666 444
Email: enquiries(at)privacy.vic.gov.au
Internet: www.privacy.vic.gov.au 

Aged Care Complaints Commissioner

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 below
Internet: www.agedcarecomplaints.gov.au
Mail: Aged Care Complaints Commissioner, GPO Box 9848, Melbourne

Please ensure your letter includes:

  • your name, address and telephone number
  • the date you are lodging your complaint
  • details of your complaint, including specific dates of events and relevant comments
  • the name of the aged care home or service and the state/territory in which it is located
  • the name of the person receiving aged care that your complaint relates to.
Victorian Registration and Qualifications Authority (VRQA)

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: vrqa@edumail.vic.gov.au
Internet: www.vrqa.vic.gov.au/complaints

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.

Find out more about the work of the Brotherhood
Brotherhood Books
Brotherhood of St Laurence Communtiy Stores
BROCAP
Hippy Australia
Given the Chance

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.