Feedback and complaints

Feedback and complaints are welcome in all Neami services and other organisational areas.

We respond to feedback and complaints directly to resolve issues in a timely manner. We also use the information to improve Neami services and view feedback and complaints as learning opportunities.

How to give feedback or make a complaint

You can provide feedback in several ways:

  • Speak directly with your support worker, service manager or state manager
  • Call your local Neami service
  • Contact the Feedback and Complaints team
  • Post a letter to us at:
    Attention: National Complaints Officer
    Neami National
    4-8 Water Road
    Preston VIC, 3072

What to expect from the process

Neami will respond to your feedback or complaint in a fair, timely and unbiased way.

We will receive your feedback or complaint in good faith and you will not be disadvantaged in any way as a result of making a complaint.

Any necessary actions to resolve the issue will be carried out to the best of our ability and we will contact you one month after to ask if you are satisfied with our response. 

Feedback and complaints are treated respectfully and confidentially with the option to remain anonymous.

Neami will acknowledge the receipt of all feedback and complaints within 2 – 3 working days and take action within 10 days if required.

We welcome the use of advocates or support people at any stage of the feedback process.

Making a complaint or providing critical feedback takes a huge amount of courage, we want to support people in exercising their rights.

Staff comment