Feedback, Complaints and Compliments

MS Australia ACT/NSW/VIC is committed to providing high quality services to people with MS and other progressive neurological conditions and to their families and carers.

MS Australia ACT/NSW/VIC will always attempt to provide the best and most relevant supports possible, however sometimes MS Australia ACT/NSW/VIC may not achieve this. If at any time you are disappointed with or concerned about supports MS Australia ACT/NSW/VIC provides we encourage your feedback so that improvements can be made.

MS Australia ACT/NSW/VIC believes that feedback, compliments or complaints can be used to improve what we do for the benefit of all of our clients and customers.

Compliments, complaints and feedback can be made in any format that meets your needs, such as in writing, telephone, email fax or face to face and can be directed to an individual staff member or to management using the contact options below.

Phone
MS CONNECT: 1800 042 138

Email
feedback@msaustralia.org.au

Mail

In the case of a complaint made MSL will register your complaint and follow up such that you receive a timely response. A manager will call you within 48 hours of the complaint being received to verify that it has been received, clarify the exact nature of the concern and outline the process from therein. Where possible, MS Australia - ACT/NSW/VIC will attempt to resolve the complaint within 14 days. In cases where the timeline is not met, we will keep you up to date regarding the progress of your compliant.

If you are not satisfied with the way your concern has been managed efficiently and effectively you have the right to request that the complaint be escalated.

At any stage you may make a complaint through an external mechanism for resolving complaints. Below are the details for state and national based ombudsman services.