Concerns or Complaints

You can make a complaint by:

• Talking to us  directly - call us on 0426 111 555

• Emailing us at we.are@togetherwithyou.au

• Using our contact form.

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Informal Complaints

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If you are comfortable, you can simply talk to us about your concern. We often find that open conversations can quickly sort things out.

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Formal Complaints

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If you would prefer a formal approach, or if the issue is not resolved informally, please send us a written complaint.

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When you contact us, please include:

• Your name and how to reach you

• What happened (including date, time, and place if you can)

• Names of anyone involved (if known)

• Any documents or evidence you have

• What outcome you would like to see

• We will log your complaint in our system.

• We will review it to understand the best way forward.

• We will acknowledge your complaint by email within five working days.

• We will carefully review all the information you provide.

• We might contact you if we need more details.

• We will gather any necessary information to fully understand the situation.

• Within ten working days of acknowledging your complaint, we will send you a written reply.

• We will tell you what we found out and what actions (if any) we are taking.

• If we find information that supports your complaint, we might offer:

  • An apology

  • A correction or change

  • Other steps to make things right

If you are not satisfied with our response, you can appeal.

• Send us a written appeal explaining why you are unhappy and what you would like to happen.

• We will review your appeal carefully and respond within 20 working days.

If you are still unhappy after your appeal, you can contact the Health Care Complaints Commission (HCCC).

• Phone: 1800 043 159

• Website: www.hccc.nsw.gov.au - click 'Make a Complaint'.

• Email: hccc@hccc.nsw.gov.au

• Postal address:​

PO Box K549

Haymarket NSW 1240

Other contact options:

• (02) 9219 7444 (Option 1)

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

• TTY (for hearing impaired): (02) 9219 7555​

Your complaint will be kept confidential.

We will only share information with those directly involved in sorting things out.

We value your feedback - even complaints help us learn and grow.

We use what we learn to improve our services for everyone we support.

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Thank you for helping us do better. We are always here to listen.