What do I do if I would like to give feedback or make a complaint?

While we endeavour to provide the best quality service to our clients, we recognise that at times it may be necessary for you to provide feedback when our services may not be working for you as well as we would like. This feedback or complaint could be about a person or about the way we provide our service. Should you wish to provide feedback or make a complaint you can send this via email to info@moodactive.com.au or call 0412190842.

Our Program Manager will then:

• Acknowledge the receipt of your feedback or complaint within 5 working days.
• Investigate the feedback or complaint and provide a suggested course of action within 15 business days of the date of the complaint.
• Where legally required, advise any relevant government departments and/or external agencies during this time.
• If the matter cannot be resolved within this time, advise you of why this is the case and propose a new timeframe.

If you are not satisfied with the response to your complaint from the Program Manager you can email our General Manager, Tania Curley on tania.curley@moodactive.com.au, who will respond within 5 days of receiving the complaint.

If you are not satisfied with the response to your complaint from the General Manager you can take the issue to the NSW Ombudsman by calling 9286 1000 (or toll free on 1800 451 524) or by using the Online Complaints Form to submit a complaint for assessment.