Feedback and Complaints

We want to hear from you

Your feedback is vital to help us understand what we are doing well and what we can do better. Feedback, both positive and negative, provides us with the opportunity to reflect and improve our services to meet the needs and expectations of our community.

Every client, child, carer, family member, employee, and community member has the right to give feedback. Feedback generally falls into three categories.

Compliment – A positive comment about a team member or service.
Suggestion – An idea for how we can improve our services.
Complaint – A negative experience or dissatisfaction with our services.

How to give feedback

We want to make it as simple as possible for you to provide feedback, both positive and negative.

If you need assistance to provide your feedback, please speak to a member of our team. You can also ask a friend, relative, or other support person to provide feedback on your behalf.

To support continuous improvement and the resolution of issues before they escalate to a complaint, we encourage feedback be shared with those you are engaging with as soon as concerns arise. You can choose how you want to give feedback or make a complaint. For further information, please read our Complaints Policy and Complaints Procedure. We also have an Easy Read guide to Making a Complaint.

In person
Speak with a team member at any Challenge site

By phone
Call us on 1300 058 113

Online
Complete the online form below

Post
Write to us at

Attn: Complaints and Feedback,
PO Box 487,
Tamworth, NSW 2340

How we handle complaints

Our Complaints team will coordinate the handling of complaints received, with reviews undertaken by a divisional Senior Leader or the Complaints team, as appropriate. A member of our Complaints team will respond to you within two-to-three business days.
We aim to review and resolve all matters within 15 working days. Where that is not possible, we will ensure to keep you informed throughout the process. We provide the right of review for all complaints our teams respond to, and these requests can be made to the Complaints team who will escalate as required.
We treat all information provided in a complaint as confidential. Any identifying information about complainants will only be shared with those involved in managing the complaint and, where necessary, those identified as respondents to a complaint. Complainants will be protected from any repercussions, reprisals, or victimisation as a result of making a complaint.