Tell us if you are worried or unhappy

• If you are worried or unhappy about the way you’re being treated.
• If you feel that someone made a mistake and won’t fix it.
• If you don’t feel safe and people won’t listen.
• If you don’t agree with something and it is making you feel stressed.

• Ask someone you trust to help you – a parent, friend, carer, teacher or one of our staff members.
• Find someone who speaks your language.
• Talk to your support person about your feelings and what you think would help fix the problem.
• Make a complaint.
• It’s normal to feel nervous or upset about making a complaint. It can feel hard, but it is always OK to tell us.

• Talking to Mission Australia staff, face to face or by phone.
• Filling out a TELL US postcard and putting it in the feedback box at any Mission Australia service or giving it to a Mission Australia staff member.
• Making an online complaint

• Prepare what you want to say (in a face to face meeting, on the phone or in writing).
• Come with you to any meetings.
• Take notes so you can remember what was said.

Ask questions like:

• • What is going to happen next?
  • How long is it going to take?
  • What happens if I don’t think the problem has been fixed?

We will:

• Notice and check in with you if you seem unhappy or worried.
• Provide a safe and quiet space to talk.
• Encourage you to tell us what is happening in your own words, in your own time.
• Listen, be respectful, and take what you say seriously.
• Answer your questions as best we can.
• Include you in any decisions that affect you and tell you what will happen next.
• Ask you who you would like to be involved.
• Aim to have the problem sorted out as soon as possible.
• Let you know if we are not able to fix the problem quickly and why.
• Check to see that you are OK with what we have done.

Visit Kids Helpline or call 1800 55 1800

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There are Commissioners for Children and Young People in your State or Territory. While they cannot get involved in individual complaints, they will support you to find someone who is able to help:

• NSW: Office of the Advocate for Children and Young People
• Victoria: Commission for Children and Young People
• Australian Capital Territory: The Children and Young People Commissioner
• Queensland: Family and Child Commission
• Tasmania: Commissioner for Children and Young People
• South Australia: Commissioner for Children and Young People and the Guardian for Children and Young People
• Northern Territory: Office of the Children’s Commissioner
• Western Australia: Commissioner for Children and Young People

The National Office for Child Safety has produced a guide for parents and other adults about how to support a child or young person to make a complaint

Translating and Interpreting Service (TIS) National