Feedback

You have the right to give feedback

For an Easy English version of your rights, please download our Client rights: Easy English document.

Tell us what you think of our services, it helps us improve the way we work.

For an Easy English version of this information, please download our Complaints: Easy English document.

Make a complaint or compliment

You are entitled to be treated fairly and respectfully by Toora staff and volunteers at all times and have the right to make a complaint or provide feedback about the service and treatment you have received at Toora. 

Making a complaint or compliment will allow us to strengthen and improve our services for you and future clients.

These are the ways in which you can provide feedback or make a complaint:

  • Speak with your Case Coordinator or any other Case Coordinator
  • Speak with a Manager or a Director
  • Via the Feedback and Complaints Form
  • Speak with the CEO
  • With the support of a family member, advocate or another organisation

Your complaint will:

  • Be kept confidential
  • Not adversely affect the service you receive from Toora
  • Be resolved as quickly as possible

What is the complaints process?

  • You can submit an online complaint, or by the above ways.
  • Upon submitting your complaint, you will receive a written acknowledgement that your complaint has been received by Toora within five business days.
  • An initial assessment and investigation will be conducted. 
  • After the assessment and investigation into a complaint, Toora will contact you to advise of the outcome of the complaint and any action we took, the reasons for our decision, the resolutions put in place and options for review.

After the complaints process has been completed, if you are dissatisfied with Toora’s internal complaints process, you may also like to contact:

You can find out more information about your rights and our complaints management process in our Complaints Management Policy.

For serious allegations of abuse, neglect and exploitation by our staff or volunteers you can contact:

Our services

You can provide feedback for specific Toora services using the following surveys:

These surveys take around 5 minutes to complete and helps us improve our services. Both surveys are anonymous, however if you have a complaint or issue that you would like a direct response to, please use the Feedback and Complaints Form above.