Service User Feedback Form
Service User feedback is a vital component of how Council monitors the success of our Aged and Disability service provision including Home and Community Care (HACC). Any feedback about our services or access to a service, are taken seriously and will not affect your eligibility. All feedback whether made anonymously or not, is dealt with fairly, promptly, confidentially, without retribution and in the strictest confidence.
Please note you can choose to provide feedback anonymously by not providing your details but then we will not be able to follow-up with you directly.
Privacy Statement: The personal information collected above will be solely used for the purpose of providing feedback to the HACC team. You can gain access to your own personal information by contacting Baw Baw Shire Council's Privacy and Freedom of Information Officer on (03) 5624 2411.
The complaints Process
A successful relationship requires open, honest communication.
Client feedback is a vital component of how Council monitors the success of HACC service provision. Any concerns or complaints about a service, or access to a service, are taken seriously and will not affect your eligibility. All comments whether made over the phone or in writing are dealt with fairly, promptly, confidentially, without retribution and in the strictest confidence.
Step one- Discuss your concerns/complaint with relevant Service Coordinator.
Step two- If not resolved, the complaint is referred to Human Services Manager either verbally or in writing to:
PO Box 304, Warragul 3820
Phone: 03 5625 0214
Complaints, Comments and Compliments can be made anonymously via our Service User Feedback Form contained within information pack left after your last assessment or review or via our website. Alternatively you can call the relevant Program Coordinator and advise them that it is anonymous feedback you are providing.
Formal Complaints to Baw Baw Shire can be lodged by writing to:
Chief Executive Officer
Baw Baw Shire Council
PO Box 304
The complaint will be referred to a senior officer, who will review and investigate the circumstances of your complaint and keep you informed of progress and outcomes. If shown that we have mishandled a situation, or not met standards, we will acknowledge the mistake, apologise and correct the situation.
External Feedback or Complaints
If you are not satisfied with our service and/or complaint follow-up there are a number of external groups you can raise your concerns with.
Gippsland Regional HACC Office
64 Church Street, Traralgon 3844
Phone: 03 5177 2500
Office of the Health Services Commissioner
Mail: Health Services Commissioner 26th Floor, 570 Bourke Street, Melbourne 3000
Phone: 1300 582 113
Office of Public Advocate
Level 1204, Lygon Street, Carlton 3053
Phone: 1300 309 337
TTY: 1300 305 612
Fax: 1300 787 510
Level 9, North Tower, 459 Collins Street, Melbourne 3000 DX210174
Email the Victorian Ombudsmen
Phone: 03 9613 6222 or 1800 806 314
Fax: 03 9614 0246
Telephone Interpreter: 131 450
Deaf or hearing impaired TTY users: 133 677 then 03 9613 6222 Speak and Listen users: 1300 555 727 then 03 9613 6222