We really want to hear what you have to say; whether it’s to tell us you are not happy with the service you are getting, or how we can be better at what we do.
What is a complaint?
A complaint is when you have a problem with the services and/or supports you are getting, and you want it fixed.
How do I make a complaint to Your Journey?
You can make a complaint in the best way that works for you, for example
- Talk to a team member you feel comfortable with, or anyone at Your Journey.
- Call the Alemacorp office on (03) 8552 2222
- Write to Your Journey at Level 3, 42 Lakeview Drive, Scoresby, 3179
- Email Your Journey at complaints@alemacorp.org.au
- Make an anonymous complaint by filling in the “Get in touch” form on our website.
When you make a complaint we will
- Listen to you to understand what you are not happy about.
- Give you information about why something has happened.
- Make every effort to help you in the best way possible.
- Make sure nothing bad happens because you made a complaint.
You can get help to make a complaint by
- Asking someone to act as your advocate – advocates can be a family member, friend or a trained advocate. More information can be found here https://www.disabilitygateway.gov.au/legal/advocacy
- Using the Translating & Interpreting Service (TIS) by calling 131 450 for immediate phone interpreting (24 hours 7 days a week).
How Your Journey handles your complaint
- Your complaint will be private and confidential- this means we will keep your details safe.
- You can withdraw your complaint at any time.
- We will contact you within 3 working days of receipt of the complaint to discuss.
