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 Marriott CEO or Board Chair, please phone or email the STOPline.
An independent complaint handling organisation on 1300 30 45 50 or

An independent complaint handling organisation on 1300 30 45 50 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 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

If you need to contact the CEO or Board Chair, please phone the STOPline on 1300 30 45 50 or marriott@stopline.com.au

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.

Other agencies that can help if you have a complaint.

If you are not happy with our services, please contact us. If you remain dissatisfied with our response, you may choose to contact the following agencies for assistance. Their services are free, confidential and impartial.

Read more about them here

    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