Complaints

Are you satisfied with our service?

DIAL-AN-ANGEL® takes feedback (whether positive or negative) very seriously and will do everything within its power to resolve any aspect of DIAL-AN-ANGEL's service that is called into question to achieve a satisfactory conclusion.

Our aim is to deal with any problems and/or difficulties quickly and fairly. We will do this by monitoring all complaints and suggestions to help us identify what has occurred. We aim to improve our service by having a system which:

  • is easily accessible and well publicised.
  • is simple to understand and use.
  • is speedy, with established time limits for action and which keeps people informed of progress.
  • is fair, with full and objective investigation procedures.
  • maintains the confidentiality of Angels, office staff and clients.
  • effectively addresses all the points at issue, and provides appropriate redress where this is applicable.
  • provides information to management for continuous improvement.

Every complaint or concern will be investigated and a formal procedure will be followed.

How to make a complaint:

We prefer to resolve all disputes by gentle mediation. In the first instance, complaints should be made to the co-ordinator at the local office through which the service was booked. A full list of contact details for each office can be found here. They will respond within two working days of receipt. Co-ordinators may undertake to visit the premises if this is necessary and practical to personally assess a client's complaint.

Should your local office fail to effectively resolve your complaint, then please contact our Head Office at Lindfield on 02 9125 6050 or contact us by email administration@dialanangel.com

You can state your concerns to DIAL-AN-ANGEL in writing, by fax, by email or by telephone. If you are writing, faxing, or emailing a complaint, please provide your daytime telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.

When the matter relates to Care (Child, Aged, Disability, Nursing, Supervised Contact), issues should be in writing to comply with various state reporting laws and for audit purposes.