Feedback

• Talk to our staff
• Fill in and submit the online feedback form below
• Fill in a feedback form at any of our reception areas and put it in the feedback box or give it to our staff
• Phone 02 6022 8888 and ask to speak to the Quality Assurance and Standards Officer
• Email feedback@gatewayhealth.org.au
• Write a letter or download a feedback form and post to the:
  Quality Assurance and Standards Officer
  Gateway Health 155 High Street Wodonga VIC 3690

If you make a complaint or provide feedback to us we will:

• Treat you with respect
• Tell you what will happen when your complaint or feedback is being looked into
• Let you know that we have got your complaint and keep you updated – we will only contact you if you asked us to
• Provide you with support at any time during the complaint process – support will be given in a way that reflects your individual, cultural and language needs
• Allow you to bring another person to speak on your behalf – this may be a friend, family member or trained advocacy worker
• Carry out the complaint or feedback process in a fair and open way
• Give you reasons for any decisions that are made
• Protect your privacy and make sure the details of the complaint are only shared with staff directly involved in finding a solution
• Not treat you any differently after you have made a complaint or given feedback
• Work with you to look into your complaint – if you have asked for us to let you know what has happened we will write to you within 30 working days
• Give you the option to be involved in service, communication or access reviews to help us to improve

We work towards resolving any complaint(s) you have made in a timely manner.

Gateway Health is committed to an environment free of discrimination and harassment due to a person’s gender, race, culture, sexuality or disability. If you believe you have been affected by these in using our services please let us know by using the feedback form or by emailing feedback@gatewayhealth.org.au.

You can contact:

• Gateway Health Quality Assurance and Standards Officer – Phone 02 6022 8888
• Health Complaints Commissioner Victoria – Phone 1300 528 113
• Health Care Complaints Commission NSW – Phone 1800 083 159
• Mental Health Complaints Commissioner Victoria – Phone 1800 246 054
• Commissioner for Privacy and Data Protection Victoria – Phone 1300 666 444
• Disability Services Commissioner Victoria – Phone 1800 677 342
• Aged Care and Quality Safety Commission – Phone 1800 951 822
• NDIS Quality and Safeguards Commission – Phone 1800 035 544