Imagine More considers feedback and complaints helpful in understanding the expectations of the people and communities we support.
We are committed to handling all disputes and complaints fairly, promptly, transparently, and in accordance with applicable privacy and human rights legislation.
Formal complaints procedure
Stage 1
If the issue cannot be resolved informally, individuals are encouraged to write to the staff member involved or the Executive Director.
- Support in writing the complaint is available from Imagine More or an external referral.
- If the complaint concerns a Board Member, address it directly to that Board Member.
The written complaint should:
- describe the problem and the desired outcome
- include key dates and prior actions taken
- attach relevant documentation.
Complaints will be:
- acknowledged within 4 working days
- responded to within 15 working days.
Our contact details are available here.
Stage 2
If dissatisfied with the initial response, individuals may request a review by the Executive Director.
- Acknowledgement within 4 working days
- Response within 15 working days
- If a matter is complex, an interim update will be provided outlining further steps and timelines
Final Stage
If still dissatisfied, a formal letter may be sent to the Chair of the Board within 10 days of the Executive Director’s response.
The Chair or their nominee will acknowledge and respond within 10 working days, advising on the next steps and expected outcome.
If the complaint is about the Chair, the Company Secretary or another Director will handle the process.
External Review
If the matter remains unresolved, you may contact the Australian Competition and Consumer Commission (ACCC) via their website.