Dialog Box

Complaints Procedure


To provide the organisation with a system to receive and resolve complaints about BrainLink operations and services. 

Our Values

BrainLink Services Limited works on the philosophy that the wellbeing and needs of those affected by brain injury or other neurological disorders and their carers take first priority - BrainLink CARES: Commitment, Accountability, Respect, Equality and Support. Every effort is made to inform and educate health and welfare services, and the community, about the effects and implications of acquired brain injury, and the needs of the individuals affected. BrainLink staff work as a team, sharing tasks as necessary for the wellbeing of all staff and the smooth running of the service.

BrainLink Services Limited will take all reasonable steps to ensure that our clients are not adversely affected because a complaint has been made by them or on their behalf and that their concerns are given appropriate attention and resolution.

Relevant Legislation

Disability Act 2006 - Division 5, Complaints to Disability Service Providers 

BrainLink Complaints Process  

All complaints are investigated thoroughly in accordance with the principles of natural justice.   

How to make a complaint:  

If for any reason you feel dissatisfied with the way you have been treated by BrainLink or its staff or volunteers, please bring it to our attention. You can speak with the staff member themselves or bring the issue to the General Manager or CEO. Everything you tell us will be treated confidentially.

If the issue cannot be solved at this point, please contact us by:

  • Phone – 1800 677 579 or Email— admin@brainlink.org.au 
  • Internet – use the feedback page at www.brainlink.org.au  
  • Mail—BrainLink, Waterman Caribbean, Suite 201, 44 Lakeview Drive, Scoresby, VIC 3179 

If we cannot solve your issue immediately, we will investigate it and keep you informed of our progress.
If you are dissatisfied with the resolution of your complaint you can contact:

  • National Disability Abuse and Neglect Hotline 1800 880 052   
  • National Disability Insurance Scheme 1800 800 110 

We work hard to ensure that you will be happy with the services we provide, and we want to know about any way we can improve. 

Reporting breaches of privacy. 

As of Jan 15, 2018, Breaches of privacy are now reported through a web-based privacy incident report form, located on the Feedback Management System (FMS) on the DHHS. Provider website.  For further information telephone 03 9096 0888 or contact privacy@dhhs.vic.gov.au 

Changes to this policy  

We may change this Privacy Policy at any time. Changes to this privacy policy will be updated on our website www.brainlink.org.au.  

If you require further information, contact BrainLink.