Finding North values feedback from everyone who uses our services or interacts with us. Your thoughts, ideas, and suggestions help us improve what we do and how we do it.
We’re committed to making our service better over time. All feedback, including complaints, will be handled in a fair, respectful, and supportive way.
What is Feedback?
Feedback includes suggestions, compliments, or ideas. It might be about something you think Finding North is doing well, or something we could do better.
How to provide feedback
- Speak to a Finding North employee
- Phone (07) 2145 7332
- In writing at PO BOX 3786, South Brisbane QLD 4101
- Email info@findingnorth.org.au
- Online form (below)
What happens after we receive your feedback?
Feedback or suggestions (no contact requested):
If you’ve chosen not to be contacted, we won’t follow up directly — but please know that your feedback will still be reviewed and considered as part of our ongoing improvement.
If you’ve asked to be contacted, or made a formal complaint:
We’ll acknowledge your message within 3 business days and let you know what will happen next. We’re committed to handling all feedback and complaints respectfully and transparently.
The Feedback Journey
Feedback and Suggestions Form
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What is a Complaint?
A complaint is when tell us you are unhappy with something. This could include Finding North services, staff or procedures.
We encourage you to share your feedback or suggestions with us first. If we’re not able to resolve your concerns through feedback, and you’d prefer to raise it as a formal complaint, you’re welcome to do so. We’ll support you through that process if needed.
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.
Where to go if you aren’t happy with how we handled your complaint
Finding North is an initiative of the Mental Illness Fellowship of Australia (MIFA).
If you are unhappy with how Finding North has handled your complaint or the outcome, you can contact:
- MIFA Project Director
- MIFA Chief Executive Officer
- MIFA Board
- External agency
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
Feedback Policy & Procedure 2025 V2
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
.