Your opinion matters to us. We want to hear what you think about our services and the way our staff work with you.
Everyone who uses our services or engages with us has the right to give us their honest feedback. This helps us understand what we’re doing well and where we can improve. We can learn to do things in different and better ways.
Who can provide us with feedback or make a complaint?
If you are not happy with a service and you want to speak to the person, it is a good first step. If you do not want to speak with the person you can make a complaint using our online form.
You can use your name when you make a complaint. If you don’t want to use your name, you can choose another name (pseudonym) or you can choose not to give any name (be anonymous). If you do not use your name, we might not be able to give a full response to your complaint.
When can you make a complaint?
You can make a complaint whenever you choose to. If you want, it is a good idea to try to talk to the person you have a problem with first. If talking does not fix the problem or you do not want to talk to the person, you can make a formal complaint.
To help us understand your concerns, you can tell us:
How will Mosaic record the complaint?
We keep accurate records of all formal complaints, including what we did and what happened in the end. Only the people who need to know about the complaint and support the investigation into your complaint will be able to see the information.
What will happen when I make a complaint?
After you make a complaint, one of our team will get in touch to explain next steps and how long it might take. They will give you other resources and useful information about our complaints process.
We aim to resolve all complaints quickly. Sometimes we need to spend more time finding out what happened, or working out how to prevent something happening again. We will keep you informed as we do this work.
How will Mosaic respond to your complaint?
We will always:
We will never:
If you are not happy with how we have responded to your complaint you can make a complaint to government regulators:
This page summarises Mosaic's Feedback and Complaints Policy. For detailed procedures, please write to info@mosaicmc.org.au.
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