Making a Complaint

Hannah’s House is committed to ensuring that all our clients and their families/carers are free to lodge grievances, to have them dealt with promptly, fairly and without fear of adverse consequences, and to have those grievances resolved if possible.

All complaints will be dealt with in ways which respect your privacy and in accordance with our ‘Feedback and Complaints Resolution’, ‘Privacy and Confidentiality’ Policies. Copies of these policies can be made available on request.

You can express or lodge a complaint or concern using the ‘How to Provide Feedback’ methods described above.

If you are not happy with the provision of supports or a resolution provided by the Clinical Team and wish to make a further complaint, you may contact the Director of Clinical Services on 08 6319 2850.

If you are not happy with the resolution provided by the Director of Clinical Services and wish to seek further clarification, please direct your concerns to ceo@hannahshouse.org.au and your concerns will be directed to the Hannah’s House Clinical Governance Committee.

If you are not satisfied by the outcome, you can ask for the complaint to be lodged formally with the Chair of the Board and seek an appointment to discuss your concerns.

If we cannot resolve the complaint to your satisfaction, you can contact an independent agency including the NDIS Commission and Health and Disability Complaints Office who will offer further support to resolve your complaint.

Child Safety Concerns

At Hannah’s House, we believe in fostering a safe and supportive environment where concerns can be raised without fear. Open communication and feedback help us strengthen our child safeguarding practices and continuously improve our services.

We encourage families, staff, and community members to share their feedback or report concerns confidentially through our Child Safety & Wellbeing Report Form. For more information on reporting child safety concerns, please see here.