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Feedback and complaints

I want to complain about my Consultant and the level of assistance they are providing. What can I do?

When you are next in the office, ask to see the Business Manager. Let them know your concerns and they will do their best to address the situation.

At times this may involve being allocated to a different consultant. Regardless of this, it is important you let us know how you are feeling so we can try to do better.

A friend told me that I shouldn’t complain as that will only make matters worse. Is that right?

Definitely not. If you have concerns, it is most important you share them with us. We can then work with you to try and resolve the issues.

It will help us greatly if you speak up and, at times, this is the first step in heading in a more positive direction with your servicing requirements.

If I complain it may get people into trouble and that may be a bad thing? Is that the case?

Regardless of the outcome of a complaint, it is very important to speak up. We use all types of feedback to help identify opportunities for improvement in our service, including identifying training needs for our staff.

This may involve increasing awareness and understanding of how we may best service your needs in a way that is a positive for all parties involved.

My consultant has gone out of their way to help me and it changed my life. I want to say thank you. How can I do this?

We love hearing about how our service has helped changed someone’s life! If you have a good news story you would like to share, you can use the Feedback Surveys or the Feedback and Complaints section and select the Feedback option to let us know.

Who can make a complaint?

Anyone can make a complaint including people receiving services from MAX and family members, friends, carers, advocates of our customers.

My son/daughter is a customer of MAX and has an intellectual disability. As their primary carer, I am not happy with the service they are receiving. What can I do?

We welcome all types of feedback from family, friends, carers and advocates.

It is important that you are part of the servicing of your daughter and encourage you to attend the next appointment with your son/daughter and ensure a new consent is signed so we be working together to maximise the support provided to your loved one.

I’d like to tell someone about my great experience with MAX, how can I do that?

We would love to hear how our services have supported you. 

If you have a good experience you would like to share, you can use the Feedback Surveys or the Feedback and Complaints section and select the Feedback option to let us know.

If I complain, will my Centrelink payments be cut off?

Absolutely not. Your Centrelink payments cannot and will not be affected as a result of sharing your concerns with us. 

What if you cannot resolve my complaint?

We will always work with you to try to find an appropriate resolution, however sometimes a complaint may not be able to be resolved.

If you’re not happy with the result of your complaint, you can always let us know and/or escalate your concerns elsewhere. 

I am engaged with MAX in one of the Employment services programs and I lodged a complaint but don’t feel happy with the result. What can I do?

If you have exhausted the various options locally and nationally within MAX Solutions and you wish to escalate your complaint please contact the Department’s National Customer Service Line on 1800 805 260 (free call from land lines) or for DES, the Complaints Resolution and Referral Service (CRRS) on 1800 880 052.

I have had a positive experience with MAX whilst engaged in one of your employment services programs, can I share this with the Department’s National Customer Service Line?

Yes you can! The Department welcome good news stories. Call the National Customer Service Line on 1800 805 260 (free call from land lines).

Contact your nearest office

1800 625 350 FREE CALL