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Feedback and Complaints

If you would like to provide feedback or have a complaint.

What you need to know

We welcome all types of feedback from our clients, their families and staff about their experiences with Yooralla.

Feedback may include:

  • Compliments: These are things that you think we’re doing well or may be recognition of a person who has helped you. By telling us what you like, we can aim to continue to do these things and provide feedback to staff.
  • Suggestions: Your ideas on how we can improve things or do things better can help us to improve our services and ensure they meet your needs and wants.
  • Complaints: We want to know when you’re not happy about an experience you’ve had with Yooralla. A complaint can be about a person, a service or something you have experienced. We will respond to any complaints received within three working days.

Other ways we seek feedback

Yooralla also actively seeks feedback from clients through our Client Satisfaction Survey to gain their views on the quality of our service delivery. Our Client Satisfaction Survey is available for clients in hard copy, online and in Easy English. We undertake these surveys every 18 months.

Who you can contact

Who you can contact

Hannah O’Donnell
Lead Support, Customer Incidents & Feedback.
Email: feedback@yooralla.com.au
Phone: 03 9916 5869

Other ways to provide feedback

Contacting your Service Manager, Group Manager or your Key worker

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Redress

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Your Call

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Provide your feedback in writing

  • Complete the Your Yooralla experience feedback form (PDF download) . Hard copies are available at Yooralla service sites or you can download a copy from below.
  • Complete an easy English feedback form. Hard copies are available at all Yooralla sites or you can download a copy below.
  • Fill out the ‘contact me’ slip, available at all Yooralla sites, and return to Yooralla in the reply paid envelope provided.
Read more about our policies

Read more about our policies

Our feedback policies have been translated into languages other than English. You can download PDFs and Accessible Word versions of our factsheet in your language. 
Translations for: Arabic, Dari, Greek, Hindi, Punjabi, Simplified Chinese and Vietnamese.

Other agencies that can assist you if you have a complaint

If you are not happy with our response you can escalate your complaint to an external agency.

Read more about the external agencies that can support you..

Submit your feedback online

We welcome all types of feedback about your experiences with Yooralla. This may include compliments, complaints and suggestions.

Name

Please enter your details so we can assist you in resolving your feedback

Your feedback is about

What is your relationship to Yooralla?

What would you like the outcome to be for submitting this feedback?

Would you like us to contact you about your feedback?

Preferred contact method

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