Feedback and Complaints

How you can give us feedback or make a complaint

Hepatitis Victoria aims to provide services that are relevant, accessible and of a high standard. Your feedback will help us improve our services to you. Please let us know if you have been satisfied with a service or if you have a complaint.

Ways to give us feedback include:

• By email to info@hepvic.org.au
• By appointmentat our offices: Suite 5, 200 Sydney Road, Brunswick 3056
• By telephone: 1800 703 003 (Hepatitis Infoline - freecall) 9.30am - 6.00pm Mon - Fri
  9380 4644 our main office telephone 9.00am - 5.00pm Mon - Fri
• By mail addressed to the Programs Manager, Hepatitis C Victoria, Suite 5, 200 Sydney Road, Brunswick 3056.

We take your feedback and complaints seriously. Making a complaint will not affect any service you receive from us and information about your feedback will only be shared with the staff who are involved in the formal response.

How to give feedback:

• first, try to resolve the issue with the person you have been dealing with;
• if you are not satisfied or you feel that you are unable to speak with the person you have been dealing with, then ask to speak or write to the Programs Manager;
• if you are still not satisfied then speak with or write to the Chief Executive Officer.

What happens when you make a complaint?

Upon receipt of a complaint the Hepatitis Victoria (HV) representative will attempt to resolve your complaint immediately if possible.

If the HV representative is unable to resolve your complaint, it will then be referred  to the Programs Manager. The Programs Manager will discuss with you a timeframe for investigation and resolution (usually within 10 working days wherever possible).

Once the investigation has been completed the Programs Manager will advise the Chief Executive Officer. The Chief Executive Officer will provide a written response to you, explaining what kinds of actions have been taken.

Still not happy?

If you are not happy with the response, you can request the complaint be considered by the Board of Hepatitis Victoria. This may take time (depending on when the next meeting is) and you may be asked for additional information.  A written response will be provided by the Board.

Alternatively, you may like to contact the services below