How We Handle Complaints

We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our services, please tell us.

 

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

 

 

Who can complain?

Anyone who receives, requests or is directly affected by our services can make a complaint to us. This includes the representative of someone who is dissatisfied with our service (for example, a relative, friend, advocate or adviser). If you are making a complaint on someone else’s behalf, you will normally need their written consent.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

• the event you want to complain about; or
• finding out that you have a reason to complain.

In exceptional circumstances, we may be able to accept a complaint after the time limit.