MS Australia is committed to providing high quality services to our clients, their families and carers. It is important that individuals accessing our Services register any complaints to the organisation so this feedback can be used to improve what we do.

There are many benefits to raising a complaint with us and to identify solutions as soon as possible. The complaints process can lead to improved services for all individuals by coming up with a solution together.

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Any person can make a complaint, this includes the individual receiving services, their family and carers, staff working in other services or any other individual e.g. advocate.

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• The provision of service.
• The way feedback was registered or responded to.

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MS Australia has established a Complaints Officer position. This individual can register your complaint and follow up to ensure you receive a response.

The contact details are:

Victoria

Complaints Officer
MS Australia - ACT/NSW/VIC
54 Railway Road
Blackburn Vic 3130

Phone: (03) 9845 2700
Fax: (03) 9845 2777
Email: complaintsofficervic@mssociety.com.au

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New South Wales

Services Manager
MS Australia - ACT/NSW/VIC
Joseph Street
Lidcombe NSW 2141

Phone: (02) 9646 0600
Fax: (02) 9646 1486

Complaints can be made in any format that meets your needs, such as in writing, telephone, sending a fax. If you are not satisfied with the way your concern has been managed through dealing with our complaints process you can refer your complaint to:

The Officer of the Disability Commissioner

Level 2 456 Lonsdale Street.
Melbourne Vic 3000

Phone: 1300 728 187
TTY: 1300 726 563
Website: www.odsc.vic.gov.au