Complaints Guidelines

Complaints Guidelines

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MOIRA welcomes your feedback including complaints.

We really want to hear what you have to say; whether it’s to tell us you are not happy with the service you are getting, or how we can be better at what we do.

What is a complaint?
A complaint is when you have a problem with the services and/or supports you are getting and you want it fixed.

How do I make a complaint to MOIRA?
You can make a complaint in the best way that works for you, for example

• Talk to a team member you feel comfortable with, or anyone at MOIRA
• Call the MOIRA office on (03) 8552 2222
• Write to MOIRA at Level 3, 42 Lakeview Drive, Scoresby, 3179
• Email MOIRA at complaints@moira.org.au
• Make an anonymous complaint by filling in the “Get in touch” form on our website http://www.moira.org.au/contact-us

Other places you can call or email about your complaint

• NDIS Quality and Safeguards Commission on 1800 035 544 or https://www.ndiscommission.gov.au/about/complaints-feedback/contact
• Aged Care Quality and Safety Commission https://www.agedcarequality.gov.au/making-complaint/lodge-complaint
• Commonwealth Ombudsman on 1300 362 072 or www.ombudsman.gov.au
• Australian Human Rights Commissioner on 1300 369 711 or www.humanrights.gov.au/complaints/make-complaint
• DHHS on 1300 650 172 or https://dhhs.vic.gov.au/contact-us
• National Disability Insurance Agency (NDIA) on 1800 800 110 or https://www.ndis.gov.au/contact/feedback-and-complaints/contact-and-feedback-form

When you make a complaint we will

• Listen to you to understand what you are not happy about
• Give you information about why something has happened
• Make every effort to help you in the best way possible
• Make sure nothing bad happens because you made a complaint

You can get help to make a complaint by

• Asking someone to act as your advocate – advocates can be a family member, friend or a trained advocate. More information can be found here https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/
• Using an interpreter by calling TIS (Translating and Interpreting Service) on 131 450 (24 hours 7 days a week)

Your complaint

• Will be private and confidential- this means we will keep your details safe.
• Can be withdrawn at any time.