Complaints Guidelines

Complaints Guidelines

MOIRA welcomes 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?

You can make a complaint in the best way that works for you

You can:

  • Talk to a staff member you feel comfortable with
  • Call the MOIRA office on 8552 2222
  • Write to MOIRA at 928 Nepean Hwy, Hampton East Vic 3188
  • Email MOIRA at complaints@moira.org.au
  • Make an anonymous complaint by filling in  “Have Your Say form”  or “Complaints Form”  on our website http://www.moira.org.au/contact
  • Talk to anyone at MOIRA.  All staff can take your details and forward to the relevant manager

Other places you can call or email about your complaint.

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
  • We will make every effort  to help you in the best way possible and/or change the way services are provided to you
  • Make sure nothing bad happens because you made a complaint

You can get help to make a complaint by

  • Asking a friend
  • Using an interpreter.  An interpreter is someone who speaks in your language.  Call 03 9280 1955
  • HSS Language Service on 9280 1955 (24 hours seven days a week)
  • Visit www.odsc.vic.gov.au or call  Disability Services Commissioner on 1800 677 342

Your complaint

Your complaint will be private and confidential.  This means we will keep your details safe.