Your Feedback is important to us

At Marriott Support Services we welcome complaints, compliments and suggestions. We want to hear your feedback, so you can experience high quality services from us.

Complaints & Concerns:

We want to know when you’re not happy about an experience you’ve had. A complaint can be about a person, a service or something you have experienced.

Compliments:

These are things that you think we or a specific person may be doing well. By telling us what you like, we can aim to continue to do these things, and provide positive feedback to others.

Suggestions:

Your ideas on how we can improve things or do things better helps us to improve our services.

Ways to provide feedback

By phone:

• Call Marriott Support Services on (03) 9555-0777
• Call Community Hub (03) 9578-7557
• Call us via the Translating and Interpreting Service (TIS) on 131 450

Should you require to contact the CEO or Board Chair, please phone or email STOPline on 1300 304 550 or email marriott@stopline.com.au

Online

Complete the Marriott Feedback Form

In-person

Speak to a member of staff, your service coordinator or manager.

Email

Send an email to your service manager. or email Feedback@marriott.org.au or Complaints@marriott.org.au

Post

Post: Request a hard copy or download and complete the Feedback Form(Also available in Feedback & Complaints - Easy Read) or write a letter to us at Marriott Support Services 15A/56 Keys Road Cheltenham, VIC, 3192

Our Commitment

We aim to resolve concerns and complaints quickly and fairly. You can remain anonymous. If you provide your contact details, we can keep you informed of an investigation outcome as well as what we are doing to resolve the situation. All information provided to us will remain confidential and will only be used by Marriott Staff for communicating with you about the issue raised. Your services will not be compromised if you express your concerns.

External Agencies

Other agencies that can help you if you have a complaint. If you remain dissatisfied with our response you may choose to contact the following agencies for assistance. Their services are free, confidential, and impartial. Complaints about the Quality or Safety of NDIS Supports or Services NDIS Quality and Safeguards Commission Phone 1800 035 544 Contactcentre@ndiscommission.gov.au PO Box 210, Penrith NSW 2750 Complaints about the National Disability Insurance Agency (NDIA) or participant plans National Disability Insurance Agency Phone 1800 800 110 www.ndis.gov.au Commonwealth Ombudsman Phone 1300 362 072 www.ombudsman.gov.au  

Complaints about Privacy

Office of Victorian Information Commissioner 1300 006 842 enquiries@ovic.vic.gov.au PO Box 24274, Melbourne VIC 3001 Office of Australian Information Commissioner 1300 363 992 enquiries@oaic.gov.au GPO Box 5218, Sydney NSW 2001 Complaints about state funded services can be made to the Disability Services Commissioner, Mental Health Complaints Commissioner, Health Complaints Commissioner, Office of the Public Advocate, Victorian Ombudsman or the Victorian Civil and Administrative Tribunal (as appropriate).

Advocacy services

If you would like another person to speak on your behalf, you can use your family, friends, carers, or an advocacy service such as: Victorian Advocacy League for Individuals with Disability (VALID) 03 9416 4003 www.valid.org.au Office of the Public Advocate 1300 309 337 www.publicadvocate.vic.gov.au Disability Advocacy Finder online https://disabilityadvocacyfinder.dss.gov.au

If you need an interpreter

Please call us directly and we will arrange to use the Translating and Interpreting Service (TIS). Alternatively, you can call the TIS directly on 131 450 and ask them to put you through to Marriott Support Services (03) 9555-0777. Where to find more information If you require more information or would like assistance with our Feedback and Complaint Management & Resolution process, please feel free to talk to a Marriott representative. Download our Feedback Complaints Statement