1. We welcome your feedback

Feedback from our clients, their staff and everyone else we work with is how we improve our platform and services. We want to hear about it when we get things right, and especially when we do not.

This charter applies to complaints about the Health-e platform, our support, our advisory services, our website or our people. Complaints about how we have handled personal information are dealt with under section 17 of our Privacy Policy.

2. How to make a complaint

You can raise a complaint with us at no cost:

• by email to info@healthewfs.com.au;
• by phone on (03) 5332 4888, 8:30am to 5:00pm Monday to Friday (Victorian time, excluding Victorian public holidays); or
• in writing to Health-e Workforce Solutions Pty Ltd, 17 Albert Street, Ballarat Central VIC 3350.

If you use the Health-e platform, you can also raise an issue through our Support page or your organisation's usual support channel.

To help us resolve it quickly, please tell us who you are and which organisation you are with, what happened and when, and the outcome you are looking for.

3. How we handle your complaint

• We will acknowledge your complaint within two business days and tell you who is handling it.
• We aim to resolve complaints within 10 business days. If your complaint is more complex, we will explain why, tell you when to expect a response, and keep you updated.
• We will give you our response in writing, including what we found and what we will do about it.
• If you are not satisfied with our response, you can ask for it to be reviewed by a member of our senior leadership team who was not involved in the original response.

4. Our approach

We handle every complaint fairly, objectively and confidentially, and in accordance with our Privacy Policy. Raising a complaint will not affect the way we work with you or your organisation.

5. If you are still not satisfied

We ask that you keep talking with us so we have the chance to put things right. If we cannot resolve your complaint:

• Clients can use the dispute resolution process in their agreement with Health-e.
• Privacy complaints can be escalated to the Office of the Australian Information Commissioner or the other regulators listed in section 17 of our Privacy Policy.
• Consumer matters can be raised with Consumer Affairs Victoria at consumer.vic.gov.au.

6. Contact us

Health-e Workforce Solutions Pty Ltd
17 Albert Street, Ballarat Central VIC 3350, Australia

Email: info@healthewfs.com.au
Phone: (03) 5332 4888

ABN 15 122 930 287