Feedback

If you have a complaint about your experience with The Orange Door, we encourage you to talk with your Orange Door worker first to help resolve the issue as quickly as possible. If your issue can't be resolved by your Orange Door worker, we encourage you to ask to speak to the Hub Manager.

Feedback can also be provided using the form below. If you request a response, we aim to contact you during business hours within 3 business days to clarify details if needed and provide a timeframe for investigation.

This form is not monitored for immediate family violence help and support.
If you are in immediate danger, call Triple Zero (000).
If you need help and support, find a service near you. Statewide, after-hours support is available.

Feedback can be anonymous. However, we may not be able to investigate and respond to your concerns without your identity or contact details.

If you are a client of The Orange Door, you can also provide anonymous feedback by completing a Client Voice Survey. Ask for one from your Orange Door worker.

Let us know if you need an interpreter or assistive technology to submit your feedback. You can also ask someone to submit feedback on your behalf, but we will need to know they have your permission to do so.
Submitting feedback and seeking a resolution can sometimes involve sensitive issues. We will take into account, and be responsive to, any particular needs you may have in providing your feedback. We can also help and support throughout the process. Get in touch to let us know how we can better assist you to submit feedback.
We recognise that your personal and health information should only be used or disclosed for the purposes for which we collect it, or for a related purpose that you would reasonably expect.
The investigation of your feedback may involve sharing your personal or health information with relevant areas within Family Safety Victoria, the Department of Health and the Department of Families, Fairness and Housing, or a relevant service provider if they manage the matters identified in your complaint, are involved in the complaint or have a role in overseeing or managing the services provided.
We collect and use personal and health information for monitoring, evaluating and improving our functions, and for meeting statutory requirements. Unless necessary for the purpose of the collection, we will remove any identifying details.
For more information and to find out how to access your information, you can refer to The Orange Door privacy policy.

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The Department of Government Services (DGS) collects your personal information on behalf of Department of Families, Fairness and Housing and discloses that information to The Orange Door for the purpose of feedback. If you choose not to provide all or part of the information required, we may not be able to contact you or action your request.

If you have any questions about how your personal information will be handled or would like to gain access to your personal information, you can contact Department of Families, Fairness and Housing via communications@familysafety.vic.gov.au.

We're using the services of Drupal 9 to administer this form. The information that you provide is stored by The Department of Government Services (DGS) on the Microsoft Azure infrastructure in Sydney, Australia.

For more information on our handling of any personal information, please refer to our privacy page.

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Updated 1 August 2024

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