Complaints Guidelines

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We really want to hear what you have to say; whether it’s to tell us you are not happy with the service you are getting, or how we can be better at what we do.

What is a complaint?

A complaint is when you have a problem with the services and/or supports you are getting, and you want it fixed.

How do I make a complaint to MOIRA?

You can make a complaint in the best way that works for you, for example

  • Talk to a team member you feel comfortable with, or anyone at MOIRA
  • Call the MOIRA office on (03) 8552 2222
  • Write to MOIRA at Level 3, 42 Lakeview Drive, Scoresby, 3179
  • Email MOIRA at
  • Make an anonymous complaint by filling in the “Get in touch” form on our website

When you make a complaint we will

  • Listen to you to understand what you are not happy about
  • Give you information about why something has happened
  • Make every effort to help you in the best way possible
  • Make sure nothing bad happens because you made a complaint

You can get help to make a complaint by

  • Asking someone to act as your advocate – advocates can be a family member, friend or a trained advocate. More information can be found here
  • Using an interpreter by calling Translating & Interpreting Service on 131 450 (24 hours 7 days a week)

How MOIRA handles your complaint

  • Your complaint will be private and confidential- this means we will keep your details safe.
  • You can withdraw your complaint at any time.
  • We will contact you within 3 working days of receipt of the complaint to discuss

Other places you can call or email about your complaint