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Complaints Policy
Last updated: 25 July 2025

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I’m committed to providing a respectful, high-quality service. If something hasn’t felt right or you have concerns about any aspect of your experience, I want to hear about it. Your feedback helps me improve and ensures I’m providing a safe and supportive space.

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1. Your Right to Speak Up

You have the right to:

  • Make a complaint at any time
     

  • Be heard and taken seriously
     

  • Have your complaint handled fairly and promptly
     

  • Be supported through the process
     

  • Continue to receive support without fear of retaliation
     

You can make a complaint yourself, or ask a trusted person (such as a carer or support coordinator) to speak on your behalf.

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2. How to Make a Complaint

You can raise a concern in whichever way feels most comfortable:

  • Informal chat – You’re welcome to raise an issue directly during a session
     

  • Email – info@christinakeeble.com
     

  • Written letter – Contact details can be provided on request
     

Please include:

  • What happened
     

  • When it happened
     

  • What you’d like to see as a resolution (if known)
     

I aim to acknowledge your complaint within 3 business days and resolve it as soon as possible—generally within 10 business days.

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3. What Happens Next

Once I receive your complaint, I will:

  • Acknowledge it in writing
     

  • Treat it confidentially and with respect
     

  • Work with you to understand what went wrong
     

  • Offer a resolution, explanation, or next steps
     

  • Keep a record of the process
     

If needed, I may seek support from an independent professional to assist in reviewing or resolving the issue.

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4. Still Not Satisfied?

If you’re not happy with the outcome or would prefer to speak to an external body, you can contact:

  • NDIS Quality and Safeguards Commission (if applicable):
    www.ndiscommission.gov.au
    Phone: 1800 035 544
     

  • Victorian Institute of Teaching:
    www.vit.vic.edu.au/
    Phone: 1300 977 263

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5. Feedback Is Always Welcome

Not all feedback needs to be formal. I welcome ideas, suggestions, or concerns any time—your input helps shape a better experience for everyone I support.

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Contact
Christina Keeble
Email: info@christinakeeble.com
Location: Melbourne, Victoria, Australia

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