A complaint is feedback you give us if you are unhappy with our service and you would like us to try to find a solution to the problem.

A suggestion or compliment is an opportunity for you to share a comment, opinion or idea about how we can improve something.

You can also submit your feedback anonymously but we may not be able to contact you to resolve your problem.

Support to give feedback

You can choose a person to support you to give feedback. This person can be a friend, family member, staff member or an advocate from another organisation

What happens after a complaint is made?

To the Moon and Back is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way.

We view feedback as a positive opportunity to improve the quality of our services and operations, and to strengthen relationships with our clients and with our community.

Complaints are treated confidentially. Only the people who need to help find a resolution will be involved.

Resolving complaints

The target for finalising complaints is within 21 days from receiving the complaint. We will be in contact with you throughout the resolution process.