Complaints Form

What to do if you have a complaint

What is a complaint?
A complaint can be about anything to do with your service, a person or something else.  For example:

A support worker who helps you is being mean to you
Someone has stolen something from you
You feel scared of someone or something
You want something fixed that has not been fixed
Someone has said something about you that they were not meant to.

Who can make a complaint?

Anyone can make a complaint about a disability service provider. This person may be a person with a disability, a family member, or an advocate.

Disability service providers must respond quickly and fairly to complaints.

Each site has a problem/praise form that you can complete, or ask staff, a family member, or a friend to help you fill it in. This will then be saved to your file so that we know we have followed it up for you.

Who can you make a complaint to?

If you are not happy about somehting you can speak to any staff person or Janice Harris or Phil Hose. They will record you complaint to make sure it is followed up. They will take your complaint seriously and understand that the matter is important to you; provide you with answers, apologise if something went wrong, take action to fix the problem and make sure you are happy with how it was managed.

Janice Harris, Cooinda Chief Executive Officer
Phil Hose, Cooinda General Manager


A member of Cooinda’s speaking up committee.

If you are not happy with how your disability service provider has responded to your complaint you can also speak to:


Southwest Advocacy
32 Princess Street Warrnambool Vic 3280
Phone: 03 55614584

Valid Advocacy Services
Phone: 03 94164003

Office of the Public Advocate
5th floor 426 Lonsdale Street Melbourne Vic 3000
Phone: 03 96039529
Toll Free: 1800 136 829

Community Visitors if you are living in one of our Villas. They visit regularly or you can call them and arrange a visit.

Your Support Co-ordinator.

All complaints will be responded to within 3 days unless you cannot be contacted or have lodge the complaint anonymously. Complaints may be resolved within 1 week unless investigation is required which may take up to two weeks. All complaints are forwarded to the Board of Management and used to make improvements to our services.

If you wish to continue and make an online complaint submission please fill in the form below: