Client feedback (both positive and negative) is a valuable resource and is encouraged across the agency. Brophy strives to respond to feedback compassionately and to use all feedback as a tool in quality improvement activities. All service users have the right to complain about the services that we offer and the way we offer the service.

There are three different types of feedback:

Compliment – About a staff member or program or anything to do with our agency – we are always happy to hear how well things went for you and to let our workers know when they are doing a good job.

Suggestion – To explain something we could improve to help other users of our service.

Complaint – We encourage you to talk to the person in charge of the program you have accessed. If this makes you feel uncomfortable please feel free to contact us using one of the options below.

How you can provide feedback

• By Clicking on the Provide Feedback button below.
• By speaking with your worker or their Line Manager.
• By calling 1300BROPHY and asking to speak with a member of our Quality and Compliance Team.
• By calling into our office to complete a Tell us What you Think Form.

FAQ’s About Providing Feedback

Will they take me seriously?

All complaints and feedback are taken seriously as we are keen for information that improves our services.

Will I get in trouble for complaining?

Brophy sees complaints as an important a vital part of ensuring that all services users have access to a safe, quality community service organisation. We welcome our service users telling us about their experiences with our service.

How long will it take?

The time taken to resolve complaints will depend on the type and seriousness of the issue raised; all effort will be made to deal with the problem within 30 days.

What if I’m unhappy about the outcome of my complaint?

If you are unhappy about the outcome of your complaint you can complain to the following external services

You can choose to be anonymous when giving your feedback, which means you don’t need to give your name.

If you choose to do this it will not be possible for you to receive feedback on what we have done or changed.