Feedback is the most effective way we can ensure our services are provided to the highest standard. Let us know about your experience and any suggestions you may have for improving our services. If you want to report an incident, click here.
How do I Provide Feedback?
There are various ways you can provide feedback to us whether it is to make a complaint, make a suggestion on how to improve our service or to let us know about a positive experience you had whilst using our services. You can remain anonymous but if you provide your details, we will contact you to discuss your feedback.
Providing Feedback Online
The easiest way to provide feedback is via our online system.
QR Code Scan
Or scan the QR code with your mobile device.
Other Ways to Provide Feedback
You can also provide feedback by:
- Calling Kyneton on 5421 1666 or Sunbury on 9744 4455
- Emailing feedback@scchc.org.au
- Dropping into one of our offices and asking to speak to someone in person
- Printing out the attached form, filling it out by hand and returning it to us (this form is also available at all of our sites)
- Send us a letter to PO Box 146, Kyneton VIC 3444
Easy Read and Child-Friendly Versions
For an easy read version of how to make a complaint, click here.
We also have a version of this information aimed at children – click here.
There is also a child-friendly feedback form that young people can fill out:
Interpreter/Large Print
We can organise an interpreter or you can get this information in large print.
What if I’m not satisfied with the response?
If you are not satisfied with our service or a response, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you still remain unsatisfied you can contact one of the following:
Health Complaints Commissioner
Call: 1300 582 113
Email: hcc@hcc.vic.gov.au
Web: www.hcc.vic.gov.au
The Health Complaints Commissioner resolves complaints about healthcare and the handling of health information in Victoria. They can also investigate matters and review complaints data to help health service providers improve the quality of their service. They act independently and impartially.
NDIS Quality and Safeguards Commission
Call: 1800 035 544
Interpreters can be arranged
Email: contactcentre@ndiscommission.gov.au
Web: www.ndiscommission.gov.au/complaints/make-complaint-about-provider-or-worker
The NDIS Quality and Safeguards Commission can help sort out complaints about NDIS-funded supports or services if you are not happy with how we have responded. This includes situations like:
- something has gone wrong
- something is not working well
- something hasn’t been done the right way
- something makes you unhappy
- you have been treated badly
- you have concerns about unfair pricing
- you can also complain about how an NDIS provider has dealt with your complaint.
Aged Care Quality and Safety Commission
Call: 1800 951 822
Email: enquiries@agedcarecomplaints.gov.au
Web: www.agedcarequality.gov.au/contact-us/complaints-concerns/what-do-if-you-have-complaint
The Aged Care Complaints Commissioner works with you and the service provider to acknowledge and resolve your concerns or complaint if you are not happy with how we have responded.
National Aged Care Advocacy Line
Call: 1800 700 600
Email: enquiries@opan.com.au
Web: www.opan.org.au
The National Aged Care Advocacy Line supports older people and their representatives to address issues related to Commonwealth funded aged care services.
