Compliments, Feedback & Complaints

If Blue Knot Foundation or one of our team does something really good that you want to share, please let us know. We love hearing when our work makes a real difference. And we love sharing it with our team so we can do more of what we are doing well. To leave your message please complete the form below. If you would rather speak with someone, please call our office on (02) 8920 3611. Thanks for taking the time to get in touch.

Want to share something with us? We welcome feedback as we are always looking for ways to improve our services. Please complete the form below. If you leave your contact details. We will consider your feedback and get back to you within 10 working days with our thoughts.

Blue Knot encourages complaints and endeavours to respond to all complaints fairly and in a timely manner. We see complaints as a valuable source of feedback and as a way for us to improve our services and programs.

Sometimes it is possible for issues to be resolved directly but this, of course is not always possible or suitable. If you wish to lodge a complaint about Blue Knot, any of our services or involving any of our team members please complete the form below. If you would rather speak to someone, please call (02) 8920 3611 and ask to speak with the Complaints Officer. At times the Complaint Officer might not be available right away and will need to call you back. They will make contact with you within two (2) working days to acknowledge your complaint and inform you of who will be handling it.

The Complaints Officer will forward your complaint to the relevant member of the leadership team according to Blue Knot’s Complaints Policy. Should your complaint relate to one of our phone counselling services please also see our Counselling Service Users Complaints Policy. You can access both of these policies from the bottom of the page.

The person handling your complaint will contact you within five (5) working days. They will explain the process, timelines, next steps and who to contact for more information. Your complaint will be stored in a secure file which has restricted access to ensure matters are dealt with in a sensitive manner.

Blue Knot Foundation aims to investigate and, if possible, resolve all complaints within twenty (20) working days of receiving the complaint. If we can’t meet this timeframe, your contact will explain the reasons for the delay and an alternative timeframe for resolution.

All complaints are treated confidentially. If we need to seek external advice, we will seek your consent to do so, and it will be sought anonymously.

Depending on the nature of your complaint, you may also wish to raise your complaint with:

• NSW Ombudsman or telephone (02) 9286 1000
• Health Care Complaints Commission
• Australian Government Office of the Privacy Commissioner: for complaints relating to the Privacy Act 1988