Making contracting complaints to us
How our funded service providers can complain to us, and who they can contact.
Raising a contracting complaint
If you want to make a contracting complaint, take the following steps:
1. Go local, first
We have multiple channels that you can use to make a contracting complaint.
However, make your assigned contract manager your first point of contact.
Many matters can be resolved quickly and easily by speaking with our contract managers.
If the complaint is about your assigned contract manager, you can ask them for, and they're obliged to give you, contact details for their line manager, or the manager or director of their unit. If you're not comfortable with this approach, you can make the complaint through this website.
2. Act quickly
Please make contracting complaints as soon as possible. The earlier you tell us, the sooner we can act and work with you to resolve the matter.
This builds trust between our organisations, and confidence that both organisations are being transparent and focused on issue resolution.
3. Be clear
To help us assess and resolve the issues raised in the complaint, please provide as much information as possible, including:
- details of the contract, if known, and if the matter relates to a contracted service
- what happened
- who was involved
- when and where it happened
- any other relevant information.
Importantly, please tell us what outcome you would like as a result.
We also accept anonymous complaints. However, we may find it difficult to thoroughly assess and respond to a matter if there is insufficient detail. In this circumstance, the matter may not be investigated or may not be able to be investigated as thoroughly, and the outcome will not be reported back to you.