Compliments, suggestions and complaints

Anyone who is not satisfied with any aspect of our service has a right to complain. You can nominate an advocate to assist you through the complaints process. For more information about this please refer to our brochure.
Download the using an advocate brochure [PDF 752KB]

If you feel comfortable you can discuss your concerns with the staff member involved or ask to speak to a more senior person. This can be in person or by telephone. You can also request a complaint form to express your concerns in writing or ask to speak with the Quality Manager on 9377 7100

The complaint process is confidential and will not impact on any future care or treatment.

Letter/complaints should be dropped in the feedback box, located at the reception counter or sent to:

Doutta Galla Community Health
Quality Manager
7 Chester Street
MOONEE PONDS VIC 3039

Doutta Galla Community Health will investigate and assess the complaint. We will then decide what action will be taken. This process could take from two to six weeks. If the client has requested feedback, they will be contacted and provided with details of the finding and outcome.

If Doutta Galla Community Health has been unable to resolve your complaint you can contact the Office of the Health Services Commissioner. The Commissioner is an independent statutory authority established to receive complaints about health service providers in Victoria. Their website explains how to lodge a complaint.

Go to the Office of the Health Services Commissioner website

or phone their toll free number to speak to a complaint enquiry officer on 1800 136 066