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Privacy & Confidentiality

Anyone has the right to lodge a complaint, have that complaint addressed in a timely manner and receive an accurate and thoughtful response. Every effort will be made to resolve your complaint in a respectful and satisfactory manner, and where appropriate keep you informed and your identity confidential.

After you lodge a complaint

  1. Your complaint will be acknowledged as soon as possible, ideally within 5 working days from the day you lodged it.
  2. You will receive a full response to your complaint giving the outcome (within applicable legislation, legal advice and code of practice requirements) as soon as possible. As a standard rule, this is within 30 working days from receipt.
  3. If the matter is more complex and a full response in 30 days is not possible, you will be notified of the likely timeframe for resolution.
  4. Your complaints will be treated respectfully, whether it is felt the complaint is justified or not.

RMLA will;

  • address the complaint in a way the organisation deems appropriate;
  • respond to all concerns and complaints;
  • delegate to an appropriate personnel to resolve your complaints;
  • ensure the complaints handling process is effective, safe, responsive, fair, and confidential (subject to the organisation’s compliance with other legal obligations).
  • will review and analyse complaint information to ensure continuous improvement.
WARNING: Aboriginal and Torres Strait Islander viewers are advised that this website may contain images, voices and names of deceased persons.