Complaints Management
We're committed to providing excellent care. If something hasn't met your expectations, we want to hear from you.
Our Commitment
At HeyBuddies, we take all feedback seriously. If you're not satisfied with any aspect of our service, we want to know so we can make it right and improve for everyone.
We treat all complaints confidentially and aim to resolve issues as quickly as possible while ensuring fair outcomes for everyone involved.
How to Submit a Complaint
You can submit a complaint through any of the following channels:
Send your complaint to complaints@heybuddies.com.au
Phone
Call us on 0400 074 588 during business hours
In Writing
Write to: HeyBuddies Complaints, PO Box XXX, Melbourne VIC 3000
What to Include
To help us investigate and resolve your complaint efficiently, please include:
- Your full name and contact details
- Date(s) of the incident or issue
- A clear description of what happened
- Names of any staff members involved (if known)
- What outcome you're hoping for
- Any supporting documentation
Our Process & Timeframes
Acknowledgement
We'll acknowledge your complaint within 2 business days of receiving it.
Investigation
We'll investigate your complaint thoroughly. This typically takes 5-10 business days depending on complexity.
Response
We'll provide you with a written response outlining our findings and any actions taken within 14 business days.
Resolution
If further action is needed, we'll work with you to reach a satisfactory resolution.
Escalation Options
If you're not satisfied with our response or the resolution offered, you have the right to escalate your complaint to external bodies:
Your Rights
When making a complaint, you have the right to:
- Have your complaint treated confidentially
- Receive updates on the progress of your complaint
- Have a support person or advocate assist you
- Receive a written response to your complaint
- Continue receiving care without prejudice while your complaint is being investigated