We value your feedback

PROVIDing FEEDBACK

Your feedback matters. We want to hear about your experience with us.

Feedback helps us make ourselves and our services better. We listen and learn from what you tell us, whether it’s a compliment, suggestion, concern or complaint.

• Speak to us in person, via your case manager or as to speak to a Team Leader or Senior Manager.
• Call 03 9259 4200 ask for your case manager or ask to speak to a Team Leader or Senior Manager
• Ask reception for a form and submit in person or by email to feedback@fvree.org.au

Making a complaint

If you make a complaint, you can expect us to:

• Acknowledge your complaint and respond within reasonable timeframes.
• Explain the process and what to expect.
• Treat you fairly and do our best to resolve the complaint as quickly as possible.
• Tell you about the actions we are taking and why.
• Tell you about alternative processes you can follow if you are unhappy with our response. These are listed below.

Reach out to these organisations and departments for an alternative process about:

• Our Service
  Department of Families, Fairness and Housing (DFFH)
  P: 1300 884 706
  E: feedback@dffh.vic.gov.au
  W: dffh.vic.gov.au/making-complaint

• Housing
  Homelessness Advocacy Service (HAS)
  P: 1800 066 256
  E: admin@chp.org.au
  W: chp.org.au/about-us/our-values/how-to-make-a-complaint/

• Privacy
  Office of the Victorian Information Commissioner (OVIC)
  P: 1300 006 842
  E: privacy@ovic.vic.gov.au
  W: ovic.vic.gov.au/privacy/for-the-public/privacy-complaints/

• Victims Charters
  Victims of Crime Commissioner
  P: 1800 010 017
  E: enquiries@vocc.vic.gov.au
  W: victimsofcrimecommissioner.vic.gov.au/victims/make-a-complaint

• Discrimination
  Victorian Equal Opportunity and Human Rights Commission
  P: 1300 292 153
  E: complaints@veohrc.vic.gov.au
  W: humanrights.vic.gov.au/complaints/make-a-complaint

• Conduct
  Victorian Ombudsman
  P: 1800 806 314
  W: ombudsman.vic.gov.au/