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COMPLAINTS AND CUSTOMER FEEDBACK

ECHO is committed to providing quality services to all clients and customers including job seekers, employers and associated stakeholders. If at anytime you are not satisfied with the services received at Echo please raise this with either the Disability Employment Services Area Manager on (03) 9210 2100 or the jobactive Regional Employment Manager on (03) 8790 1621.

When a complaint is received at Echo the details are recorded and action taken to resolve the issue. Where applicable, Echo will endeavour to improve services, policy or operating procedures in response to your feedback.

Feedback can be lodged either through the Customer Feedback Process (in person or via telephone) or through the Suggestion Box located in the foyer of each site.

If you think you aren’t receiving the right help, you should first try to talk to us. We will provide a feedback process which is fair and we will try to resolve your concerns.

If you feel you can’t talk to us about your concerns, or you are still not happy, you can access the Complaints Resolution and Referral Service by calling the Government’s Customer Service Line on 1800 805 260 (free call from land lines).

You can also call the Complaints Resolution and Referral Service directly on 1800 880 052 (free call from land lines), or on the TTY number: 1800 301 130 (free call from land lines).

The National Relay Service: 1800 555 677 (free call from land lines), fax 02 8417 2697.

The Complaints Resolution and Referral Service is an independent body responsible for resolving complaints through investigation and/or conciliation. They will try to resolve your concerns quickly, fairly and sensitively.

An interpreter or TTY access can be arranged on request.

Customer Feedback Surveys

We encourage clients to let us know how we are going in the delivery of our services to you.  The survey will take approximately 5 minutes to complete. 

All surveys are private and confidential.

All suggestions for improvement from the surveys will be submitted to management and follow up actions will be instigated.  Your comments are important to us. 

We appreciate your feedback.

DES Client Survey – Service Delivery

DES Exit Process Feedback

jobactive Client Survey - Service Delivery 

Client Training Evaluation Survey  (Not in Prize Draw)

Click here to take survey

Positive Feedback in 2016