Contact Us & Feedback

Grampians Health welcomes all feedback about the services we provide and the manner in which they are delivered.

Your feedback might be:

• a suggestion about an improvement;
• a compliment about a staff member or service;
• a complaint or concern about care provided;
• about our consumer information;

As one of our patients or clients, you are the focus of our efforts. Your feedback helps us know what we are doing well and where we need to improve. It is confidential and will not affect your care or the services provided for you. It will be treated with respect and dealt with in a timely, courteous manner.

If you have concerns about any aspect of your care, please tell the staff. You can also discuss your concerns with the manager of the ward, unit, or department.

If you are not satisfied with this response, please provide feedback to our Consumer Partnerships & Experience (feedback) Team by contacting us in any of the following ways.

Register your compliments, complaints and concerns via our online form.

To provide feedback over the phone contact a member of the Partnerships & Experience (Feedback) Team you can call - (03) 5320 4014

They are available Monday to Friday from 9am – 4pm (excluding public holidays). If you call and staff are not available, you may leave a message and we will call you back as soon as possible.

The Partnerships & Experience (Feedback) Team can work with the National Relay Service to talk with you about your feedback over the phone. The National Relay Service (NRS) can help if you are deaf or find it hard to hear of speak to hearing people on the phone  Ph: 1800 555 660 | helpdesk@relayservice.com.au | About the National Relay Service (NRS) | Access Hub.

Paper feedback forms are in most patient areas, or you can ask a staff member to provide you with one. These feedback forms can be given to a staff member, emailed, or posted.

Please email us at: feedback@gh.org.au

Download and print the Grampians Health Feedback Form – Compliments, Complaints & Suggestions, and mail your completed form to:

Consumer Partnerships & Experience
Grampians Health Ballarat
PO Box 577
Ballarat VIC 3353

As your health and well-being is important to us, please do not use the feedback form or phone to ask medical advice. Contact your GP or present to a local Emergency Department. In an emergency contact 000.

If you have provided us with a complaint, we will contact you to let you know we have received your complaint and inform you of any decisions made and/or action taken. We aim to investigate and resolve complaints within 30 business days, however some feedback we receive may fall outside of this time frame depending on individual feedback items.

All compliments, complaints and comments will be sent to the appropriate teams or services for review, discussion and consideration.

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential, and impartial.

To lodge a complaint with the HCC:

• Fill out a complaint form online at hcc.vic.gov.au; or
• Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

For NDIS Participants

The National Quality & Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services. Information about NQSC complaints process is available on their website: https://www.ndiscommission.gov.au/about/complaints

Office of the Health Complaints Commissioner
Phone: 1300 582 113 |  HCC Complaints weblink

Office of the Public Advocate
Phone: 1300 309 337 | Contact OPA - Office of the Public Advocate

Victorian Ombudsman
Phone: 1800 806 314 | Victorian Ombudsman weblink

Elder Rights Advocacy
Phone: 1800 700 600 | (03) 9602 3066 | Contact - Elder Rights Advocacy

Aged Care Quality and Safety Commission
Phone: 1800 951 822 | Aged Care Complaints weblink

Mental Health and Wellbeing Commission
Phone: 1800 246 054 | Mental Health & Wellbeing Complaints weblink