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If you are not satisfied or have concerns with the service you received from 1800RESPECT during a call, text, online chat or video call, you can lodge a complaint via our website.
We take complaints very seriously and recognise that any feedback contributes to the ongoing improvement of our service. When we receive your complaint details, with the date and time of contact with the counsellor, we will conduct a thorough investigation. If the issue is complex, we may require longer and will advise you if this is the case. For more information, visit our complaints page.
1800RESPECT reviews complaints to understand what led to your experience with the service. This involves checking case records, call recordings, texts, online chat and video call recordings, talking to you and our counsellors, and evaluating how well our service matches our practices and delivery model.
We will make every attempt to locate the records of your contact with what information you can provide us. If we are unable to find the specific instance of support, or if it was requested that the content of the support we provided was not recorded, this may impact how much feedback we are able to provide. We encourage you to provide as much detail as possible to support us looking into your complaint.
If you are not satisfied with our response to your complaint, as 1800RESPECT is funded by the Commonwealth Government through the Department of Social Services, you may lodge a complaint with the Department of Social Services. If you are not satisfied with the response you receive from the Department of Social Services, you can lodge a complaint through the Commonwealth Ombudsman.
We will keep copies of complaints correspondence and discussions as required by legislation.
