Complaints guidelines

MOIRA welcomes your feedback

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

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 & 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• Can be withdrawn at any time.