Feedback and complaints

Share your thoughts to help us improve our services

At Holstep Health, we welcome all feedback – whether it’s a compliment, suggestion or complaint. It helps us understand what we’re doing well and where we can improve our services. 

You can provide feedback anonymously, and support is available if you need help to submit it. We take every piece of feedback seriously and will work with you to reach a resolution. We aim to respond as quickly as possible.

How can I give feedback or make a complaint?

You can tell us what you think in several ways:

• Speak to a staff member
• Fill in a feedback form at reception
• Call our Quality Team on (03) 9450 2000
• Email us at [email protected]
• Post it in the suggestion box at any of our locations

You can ask for help from a staff member or an advocate if you need assistance to share your feedback.

What happens next?

• You’ll receive an acknowledgment when your complaint is received.
• We will contact you within 7 days of receiving your complaint and provide you a formal response when your complaint is resolved (which make take up to 28 days for complex matters). 
• We will keep you informed throughout the process.
• All complaints are handled respectfully and confidentially.
• If needed, we can connect you with translation, advocacy or other support services.

If you’re not satisfied with the outcome:

If you feel your concerns have not been resolved or would prefer to raise your complaint externally, you can contact bodies listed below.