At Speak Out, we want to hear what you think—the good and the bad.

 

Your feedback helps us make our services better.

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This policy explains how you can give feedback or make a complaint, and what we will do.

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1. Our Promise

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We promise to:

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• Listen to you and take your feedback seriously.

• Make it easy to speak up — without fear of getting into trouble.

• Fix problems quickly and fairly.

• Keep your information private.

• Use what you tell us to improve our services.

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2. What is feedback?

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Feedback is anything you want to tell us about our service.
It can be:

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• Good feedback (a compliment)—something we did well.

• Bad feedback (a complaint)—something we could do better.

• A suggestion—an idea to help us improve.

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3. How can you give feedback or make a complaint?

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You can:

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• Fill in a “Tell us what you think” form (get one at our offices).

• Call us on (03) 6231 2344.

• Email or write a letter to our Head Office.

• Talk to a staff member, volunteer, or advocate.

• Give feedback during meetings, conferences, or focus groups.

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You can give feedback any time.

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4. What happens when you make a complaint?

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Step 1: We receive your complaint

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• We write it down in our Feedback and Complaints Register.

• We let you know we got it and explain what happens next.

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Step 2: We look into it

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• We start checking the complaint within 1 week.

• We’ll tell you what we are doing and how long it will take.

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Step 3: We make a decision

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• We aim to fix or resolve your complaint within 30 days.

• We will tell you what we found and what we will do about it.

• If it takes longer, we’ll let you know why.

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Step 4: If you are not happy with the result

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• You can ask for a review by the Chairperson.

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Step 5: If you are still not happy

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• You can contact an independent service, like the
  Complaints Resolution and Referral Service (CRRS).

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5. How we use feedback

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• The CEO reviews all feedback and complaints.

• The Board looks at reports to find ways to improve.

• Feedback helps us plan better services for everyone.

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6. Keeping information private

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• Your complaint and any letters or forms are kept confidential.

• Only the CEO and Advocacy Practice Leader can see the full file.

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7. If your complaint is about staff or board members

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• The CEO or Advocacy Practice Leader will handle it.

• If needed, we may ask another advocacy service or the CRRS to help.

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Need help?

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If you want to make a complaint or give feedback, contact us:

📞 (03) 6231 2344
📧 admin@speakoutadvocacy.org 
🏢 Or visit any Speak Out Tasmania office.