Compliments & Complaints
We want to learn about your experience
with Synapse. The best way we can do this is through your
As we strive to improve our services, knowing where we have and
haven't done well will help us shape our services going forward.
This guide advises on how to provide a response to Synapse.
How to provide feedback
We will respond to your compliments or
concerns as soon as we receive them, with every effort to provide
the best service standards.
In keeping things as simple and easy to
use, to make a compliment or complaint you can simply contact us
through one of the following:
- 1800 673 074
- or over facebook messaging
Please tell us if you need any support in providing feedback. We
can help you to make contact and, if needed, contact you in a way
that is convenient for you.
Who can provide
Anyone who receives a service from
Synapse, someone on their behalf, or anyone who is directly
affected by our decisions or actions.
- anyone who receives a service or support from Synapse (or an
individual on their behalf)
- individuals who may affected by Synapse decisions and
- contractors and partner organisations
What is a complaint?
A complaint is when you disagree with our service or a decision we
have made. For example:
- an instance of our service delivery was poor
- failing to do something which we had agreed
- Synapse giving wrong or misleading information
- our service standards were not met, or policies were not
- inappropriate behaviour or lack of customer care
- provided by a member of staff or a contractor
Synapse will review all complaints fairly and confidentially. Where
complaints are received anonymously, Synapse will record and review
with the information that has been provided. Although, individual
outcomes in anonymous complaints may be limited.
Responding to complaints
Synapse will do everything we can to
respond to your complaint in a timely manner. This is generally
between one to three business days. The complaint will be logged in
a complaint register.
We will acknowledge that we have received
your complaint, and keep you updated during the process.
The complaint will be received by our
management team then investigated with the relevant area.
Should you have any questions during the
process, you can contact the person assigned to your complaint.
We acknowledge that the circumstances
that have lead to the complaint may be distressing. Synapse will do
our best to review the complaint, however we cannot accept any
abusive, threatening, or unreasonable behaviour.
If you are not happy with
On the rare occasion Synapse is not able
to provide a resolution that you are satisfied with you can request
that your complaint is reviewed by our Executive.
Beyond this, you may take your complaint,
at any time, to an external organisation, including our funding
body, if you are not happy with our services or the manner in which
we are handling your complaint. Details for these organisations can
be found in our complaints handling fact sheet and the link to this
can be found at the bottom of the page
Your feedback will improve
Synapse uses the responses in our complaint register to identify
areas where we can improve or change our service delivery.
Beyond the review and resolution of your
individual complaint, your feedback will contribute to the ongoing
development of Synapse.
We encourage any complaint no matter how
large, or small. Complaints are responded to confidentially, and
Copies of our policies and procedures,
Call us to find out how we can help
1800 673 074