Complaints Procedure

You may lodge a complaint either verbally or in writing.

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Informal Resolution

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• Speak directly: If you feel comfortable, you are welcome to discuss your concern directly with us. Many concerns can be resolved promptly this way. You can phone us 0426 111 555.

• Via email: You may email us to discuss your concern informally at we.are@togetherwithyou.au or via our contact form.

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Formal Complaint

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If informal resolution is not suitable or does not resolve your concern, you are welcome to lodge a formal complaint in writing by emailing: we.are@togetherwithyou.au or via our contact form.

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Required Information

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Please include:

• your name and contact information.

• a description of the complaint (including date, time, and location, if relevant).

• names of individuals involved, if known. If not known, describe their involvement in the occurrence.

• any supporting information.

• your preferred outcome or resolution. 

Upon receiving your complaint, we will:

• Log the Complaint: Record details in a Complaints Register.

• Review the Complaint: Assess the information to determine appropriate action.

• Acknowledge Receipt: Confirm receipt of your complaint within five working days via email.

The investigation process may include:

• reviewing the complaint details and supporting information.

• seeking clarification or additional information from you if needed.

• assessing the concern to determine appropriate steps.

Within 10 working days of acknowledging your complaint, we will:

• provide a written response summarising the findings and outcome.

• outline any actions taken, including an apology, changes to processes, or other steps to prevent recurrence.

If you are not satisfied with the resolution, you have the right to appeal:

• Submit an Appeal: Email your reasons for appeal and the resolution you seek to we.are@togetherwithyou.au or via our contact form.

• Review of Appeal: We will review your appeal and might conduct further investigations, and a response will be provided within 20 working days.

Should you be dissatisfied with the outcome of your appeal, you may escalate your complaint to the Health Care Complaints Commission (HCCC).

• Contact the HCCC's Enquiry Service on 1800 043 159 for a confidential discussion about the issues and how the Commission may be able to assist. 

• To make a complaint, visit www.hccc.nsw.gov.au and select 'make a complaint'. 

• For any questions or to seek more information, contact:

  • (02) 9219 7444, select option 1

  • Toll Free in NSW: 1800 043 159, select option 1

  • TTY (02) 9219 7555

  • by email to hccc@hccc.nsw.gov.au

Postal address:​

PO Box K549

Haymarket NSW 1240

All complaints are managed with strict confidentiality. Your information will only be shared with those directly involved in addressing your concern.

Complaints provide an opportunity for reflection and service enhancement. All complaints are reviewed as part of our quality assurance processes to help improve the client experience.

For questions or support lodging a complaint:

• Email us at we.are@togetherwithyou.au

• Phone us on 0426 111 555

• Contact us via our contact form