Making a complaint.
If something hasn't met your expectations, we want to hear about it. A complaint gives us the chance to put things right, and it helps us improve how we work.
Choose the way that suits you.
Online
Our contact form opens with Complaint already selected. Complaints made this way go directly to our complaints inbox.
Make a complaint onlineBy email
Write to us at the address below. You're welcome to attach anything that helps explain what happened.
complaints@safeminds.com.auWhat to include
The more we know, the faster we can help. Where you can, please tell us:
- your name and the best way to contact you
- your organisation, if the complaint relates to work we've done with it
- what happened, and when
- the outcome you're looking for
Help making a complaint
If you'd like help putting your complaint into words, or would prefer to talk it through first, please call us on 1300 400 290.
A clear process, with set timeframes.
We handle every complaint fairly and in confidence. Making a complaint won't affect how we work with you.
- Within 3 business days
We acknowledge your complaint
We'll confirm we've received it and let you know what to expect.
- While we review
We look into what happened
We review the details and may contact you if we need more information.
- Within 20 business days
We respond in writing
We aim to resolve complaints within 20 business days, and we answer privacy complaints within 30 days. If we need longer, we'll explain why and tell you when to expect our response.
- If you're not satisfied
You can ask for a review
You can ask for your complaint to be reviewed by our Managing Director.
Complaints about personal information.
If your complaint is about how we've collected, used or protected your personal information, our Privacy Policy explains how we handle it.
If you're not satisfied with our response to a privacy complaint, you can take it to the Office of the Australian Information Commissioner (OAIC).
Tell us what happened.
The online form takes a few minutes to complete.
Acknowledged within 3 business days · Handled in confidence