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Complaints

Overview

At Finding North, we take your concerns seriously and encourage you to share your feedback if you’re unhappy with any part of your experience. You have the right to raise concerns and understand how our complaints process works.

We listen to you, and treat all complaints fairly and kindly. Your feedback helps us learn and improve our services.

We encourage you to share feedback or suggestions with us first — learn more about how to give feedback. If you aren’t happy with how we respond to your feedback, you can make a complaint.

On this page, you’ll find information about how to make a complaint and what to expect as we assess and respond to your concerns.

What is a Complaint?

A complaint is when you tell us you are unhappy with something. This could be about Finding North services, a team member, or how we do things.

Making a complaint

You can share your complaint by email, phone, post or online. Once you have shared your complaint with us, a finding north team member you will receive communication from the finding north team that we have received this, outlining the next steps.

Making an anonymous complaint

You can choose to make a complaint without giving your name. We will still review and respond to your complaint in line with our policy. However, please note that if we can’t contact you, it may be harder for us to fully understand the issue or take further action.

What you can expect after the complaint is investigated
  • We will aim to provide you with a solution within seven business days
  • Sometimes we may need further review from a senior manager. If this is the case, we will aim to provide a decision within 30 days.
  • We will regularly keep you updated and provide a written response of our decision.

 

Flowchart titled 'The Complaint Journey' with four steps: 1. Make a complaint – share your complaint by phone, email, post or online. 2. Acknowledgement – your complaint is recognised within 3 business days. 3. Assess – your complaint is investigated and a solution is sought. 4. Written response – a decision is provided within 30 days, with an option to appeal

Complaints Form

Please include as much detail as possible, including: A description of what happened; the date the issue occurred; the webpage (if it relates to the website); names or roles of any people involved (if known).

Not happy with how your complaint was handled?

Finding North is an initiative of the Mental Illness Fellowship of Australia (MIFA).

If you are unhappy with how Finding North has managed your complaint or the outcome, you can contact:

Your privacy

All information shared by you remains confidential. We will log your complaint in an internal complaints and feedback register. All personal information is de-identified and helps us improve our services.  You can read more about our privacy policy here.

Resources

The following document explains how we handle feedback and complaints, what you can expect from us, and your rights throughout the process.

 

If you notice anything on this page that could be improved, please let us know by completing the Feedback and Suggestions Form, or emailing us at info@findingnorth.org.au

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