Feedback and Complaints

WE WELCOME AND VALUE YOUR FEEDBACK – IT HELPS US IMPROVE OUR SERVICES.

By providing feedback or lodging a complaint we promise to do the following:

• Protect your privacy
• Listen to you with respect
• Allow someone to represent you if you wish and consent
• Ensure support and advocacy is available to clients who make a complaint and require support or Interpreter
• To ask you how you would like to have your concerns resolved
• Keep you informed of the progress of your complaint
  
• Resolve complaints, where possible, in a timely manner
• We do not penalise you for making a complaint, or prevent you from using our services.

You can provide feedback using any of the following methods:

Alternatively you can send us a letter to the following address: 

Private & Confidential
Attn: Karina Taylor
The Biomechanics
P.O Box 2054
Footscray Victoria 3011

Our complaints process

• We will acknowledge that we have received your complaint within 2 working days
• A staff member will contact you to learn more about your concerns
• Your complaint may need to be investigated. This may include talking to other people with your prior consent
• We will attempt to resolve your complaint to your satisfaction
• We will inform you of the outcome of your complaint and reasons for our decision/s.
  
• We will aim to resolve the complaint within 7 working days.
  
• We will advise you if more time is required to resolve your case
• If you are unsatisfied with the result, we will advise you how you can seek an internal or external review.

Not satisfied with our response or process?

If you feel a complaint has not been sufficiently or appropriately addressed, or you are unhappy with the outcome of the investigation or how the matter was resolved, you can contact the relevant Commissioner or Ombudsman and ask them to review our response.