We welcome feedback about your experience with The Orange Door as it helps us improve how we work. We will listen and learn from your feedback, whether it is a compliment, complaint or suggestion.
If you have a complaint about your experience with The Orange Door we encourage you to talk with your Orange Door worker first, to help resolve the issue as quickly as possible. If your issue can't be resolved by your Orange Door worker, we encourage you to ask to speak to the Hub Manager.
Feedback can also be provided using the form below. If you request a response, we aim to contact you during business hours within 3 business days to clarify details if needed and provide a timeframe for investigation.
Feedback can be anonymous. However, we may not be able to investigate and respond to your concerns without your identity or contact details.
If you are a client of The Orange Door, you can also provide anonymous feedback by completing a Client Voice Survey. Ask for one from your Orange Door worker.
Let us know if you need an interpreter or assistive technology to submit your feedback. You can also ask someone to submit feedback on your behalf, but we will need to know they have your permission to do so.
Submitting feedback and seeking a resolution can sometimes involve sensitive issues. We will take into account, and be responsive to, any particular needs you may have in providing your feedback. We can also help and support throughout the process. Get in touch to let us know how we can better assist you to submit feedback.
We recognise that your personal and health information should only be used or disclosed for the purposes for which we collect it, or for a related purpose that you would reasonably expect.
The investigation of your feedback may involve sharing your personal or health information with relevant areas within Family Safety Victoria, the Department of Health and the Department of Families, Fairness and Housing, or a relevant service provider if they manage the matters identified in your complaint, are involved in the complaint or have a role in overseeing or managing the services provided.
You may also wish to take your feedback to one of the following organisations:
For information about how you can provide feedback about a family violence service that the Department of Health and Human Services provides and/or funds go to the department's 'Making a complaint' page.
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