Send feedback

The easiest way to tell us about a positive experience is to complete the feedback form, above. You can also speak directly to the staff member who works with you, or one of our Client Service Officers.

Alternatively, you can also complete our client satisfaction survey to help us improve our services.

If you’re unhappy with one of our services or programs, there are a number of ways to handle the situation. The easiest way is to complete the feedback form above. You can also:

• Send an email to
• Speak to your Windana worker or person coordinating your service
• Send mail to:
  Windana Drug and Alcohol Recovery
  Att: Quality
  PO Box 372
  St Kilda VIC 3182
• Visit us in-person at Level 2, 973 Nepean Hwy, Bentleigh 3204 (Monday to Friday between 9:00am and 4:30pm)

There are several possible outcomes:

• There may be a change to how services are delivered to you
• The matter may be resolved without significant changes to service delivery
• Changes may be made to Windana's policies or practices
• An apology will be offered if appropriate
• Matters of a criminal nature will be referred to Victoria Police
• We will advise you regarding further options if you are not happy with the outcome of your complaint. You can also forward your feedback to the external bodies listed above.

We record all details of your concern and securely store the information. Only those people to need to be involved in the process will be able to access it. Unless you have made the complaint anonymously, you will be provided with a copy of this information.

If you raised the concern to a Windana staff member, and that staff member cannot resolve it, Windana's Manager Quality & Safety may be assigned to address your concern.

This manager will invite you to explain your problem, get an account of the situation from a Windana staff member, examine any relevant records, and attempt to reach a prompt resolution.

You will be kept informed of progress and outcomes throughout the process.

We want to hear from you, if you or someone you know:

• Believe our services aren't meeting your needs
• Aren’t happy with how you have been treated
• Feel your rights have not been taken into account
• Have a suggestion about how we can improve
• Have enjoyed a particularly exceptional service

Your feedback helps us to improve what we do, and also helps us to provide a better service for other people too.

When you access Windana services, you have the right to:

Communication

• Know who you are speaking to
• Be informed of your rights
• Receive up-to-date information in clear language, allowing you to make decisions to determine your own care and wellbeing

Respect and fairness

• Considerate and respectful communication at all times
• Receive support of the highest standard without discrimination in regards to your social status, age, race, sex, gender identity, sexuality, spirituality or political belief
• Receive culturally respectful and appropriate support

High quality services

• Have your needs listened to in order to provide you with safe, effective services
• Have our complaint and feedback processes explained to you

Advocacy and support

• Be linked with other services that may help you achieve your goals
• Include a support person in planning and making decisions about your care

Privacy and confidentiality

• Have your privacy respected
• Have your personal and health information recorded accurately and stored securely
• Access your information upon request

If you are an Aboriginal or Torres Strait Islander person, under Victoria’s Charter of Human Rights you have distinct cultural rights to:

• Enjoy your identity and culture
• Maintain and use your language
• Maintain your kinship ties
• Maintain your distinctive spiritual, material and economic relationship with the land and waters and other resources with which they have a connection under traditional laws and customs.