Feedback and complaints

You are always welcome to provide feedback to Mission Australia—whether it’s positive or negative. We value your thoughts and use them to improve our services.

Who can make a complaint?

Anyone can tell us what they think about the service we have provided. This includes people who use our services, their families and friends, community members, and staff from other services. There is no cost involved in making a complaint.

Is my complaint private?

Yes. We take care with any information you give us and keep your personal details safe in line with our privacy policy.

Need help to make a complaint?

We can help you put your complaint in writing. You can have a family member or friend assist you or be with you at any time. We can also arrange an interpreter or help you access the Translating and Interpreting Service (TIS National).

Our promise to you

We will treat you fairly and with respect when you make a complaint. Your opinion matters to us.

There are several ways you can make a complaint, depending on what feels most comfortable for you.

Talk to someone

You can speak to a Mission Australia worker or ask to speak with the manager onsite or over the phone.

Other ways to submit a complaint

• Complete the form on our Complaints, Compliments and Feedback brochure
• Post or email your complaint to the manager of your service
• Use our online form to submit your complaint digitally

We’re here to support you through the process and make sure your voice is heard.

Once you submit a complaint, here’s what you can expect:

• We will let you know that we’ve received your complaint
• We’ll tell you how long it will take to resolve it
• A Mission Australia worker will investigate your complaint and keep you updated
• You’ll be informed of the outcome once the investigation is complete

We aim to resolve complaints fairly, respectfully, and in a timely manner.

We take complaints seriously and want to make sure you feel comfortable telling us how we are doing our job. If you are not happy with the way we have managed your feedback or complaint, you can talk to other people about it:

Your feedback helps us grow. If you think we’re doing a good job or have ideas for how we can improve, we’d love to hear from you.

You can share:

• Compliments about staff or services
• Suggestions for improvement
• General thoughts about your experience

Every piece of feedback helps us build better services for everyone.