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.

Clients of the Blue Knot Foundation (ABN 49 072 260 005) (Blue Knot, us, we, our) have the right to a fair and transparent process for making a complaint.

Making a complaint

If you wish to lodge a complaint about Blue Knot or any of its services or staff members, you can complete the webform on this page.

If you would rather speak to someone at Blue Knot about your complaint, you can call and ask to speak with a member of the Leadership Team to which your complaint relates. At times a member of the Leadership Team might not be available right away and will need to call you back. If you are comfortable to do so, please leave your contact details and the relevant person will make contact with you within five (5) business days to take your complaint.

The Leadership Team for each of our services can be contacted as follows:

• National Counselling and Referral Service – 1800 421 468
• Helpline and Redress Support Services – 1300 657 380
• For all other services and business areas – 02 8920 3611

Complaints Process

Blue Knot endeavours to respond to all complaints fairly and in a timely manner.

Once you have made a complaint, a member of our team will contact you and advise you of information such as next steps, expected timelines, alternative resources and any other information related to your complaint or our complaints handling process.

We aim to investigate and, if possible, resolve all complaints within twenty (20) business 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.

Where it is possible and appropriate, we will try and address your complaint directly with you.

When you make a complaint, in order for us to investigate or confirm the complaint we may need to ask you to verify your details and identity, and provide other information about yourself or your experience. Blue Knot will handle your personal information in accordance with our Privacy Policy.

All complaints received by Blue Knot are treated on a confidential basis unless we are required to make a mandatory notification by law.

Other contacts

Depending on the nature of your complaint, you may choose to further raise your complaint with the relevant Privacy, Health or Community Commissioner or Complaints Office in your State or Territory.