Your feedback.
Your voice matters.
We welcome feedback, suggestions, compliments and complaints. Your feedback helps us understand your experience and identify opportunities to improve.
We Want To Hear From You
Good experiences matter.
So do concerns.
Whether you want to tell us about something that went well, suggest an improvement or raise a concern, we encourage you to speak with us. We are committed to listening and responding respectfully.
Feedback Is Welcome
Tell us what
matters to you.
You can contact us about any aspect of your experience with Eternal Support Services.
Compliments about our staff or services
Suggestions for improving our services
Concerns about the support you receive
Concerns about communication or service arrangements
Concerns about participant experience
Complaints about a service or interaction
Feedback about accessibility or inclusion
Other matters you would like us to know about
Our Commitment
Listening with
respect.
We aim to make it straightforward for participants, families, representatives and others to provide feedback or raise concerns.
Your Voice Matters
You can tell us what you think about our services, your experience or how we can improve.
Be Heard Respectfully
Feedback and complaints will be treated respectfully and taken seriously.
Privacy
We handle information provided to us in line with our privacy and information-handling responsibilities.
Support Person
You may choose to have a trusted person assist you when providing feedback or making a complaint.
Our Process
What happens
after you contact us?
We aim to make the process clear, respectful and focused on understanding the issue and identifying appropriate next steps.
Tell us what happened
Share your feedback, concern or complaint with us. You can contact us by phone, email or through the form on this page.
We listen and understand
We will listen respectfully, clarify the information provided and seek to understand the issue and what outcome you are looking for.
We review the concern
We consider the information and, where appropriate, discuss the matter with the relevant people so it can be addressed fairly.
We respond and follow up
We aim to communicate the outcome and any agreed next steps clearly and respectfully.
Contact Us
Choose the way
that works for you.
You can contact our team directly or use the feedback form below.
Online Feedback
Tell us what happened.
Complete the form below and our team can review your message.
If you need further assistance
If you are not comfortable raising a concern directly with us, or if you need help understanding your options, you can seek assistance from a support person, advocate or the relevant external complaints body. If your concern involves an immediate safety risk or emergency, contact the appropriate emergency service.
We Are Listening
Have something
to tell us?
Your feedback can help us understand what is working well and where we can improve.