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Feedback, Compliments & Complaints

Your feedback helps us improve our services and better support the people and communities we serve.
Give feedback
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We value your voice

We welcome feedback from everyone who interacts with Guide Dogs Victoria, including clients, families, carers, volunteers, donors, supporters, partners and members of our community.

Whether you’d like to share a compliment, suggestion or complaint, your feedback helps us improve our services, strengthen our organisation and better support the people and communities we serve.

If you are a Guide Dogs Victoria client, providing feedback or making a complaint will not affect your access to services or the way you are treated by Guide Dogs Victoria.

We are committed to ensuring everyone feels safe and comfortable sharing their experience with us.

Our promise

When you provide feedback, we will:

  • Treat you with respect, fairness and courtesy.
  • Handle your feedback confidentially and sensitively.
  • Listen openly and take your concerns seriously.
  • Respond as promptly as possible.
  • Keep you informed throughout the process where appropriate.
  • Use feedback to continuously improve our services and the experiences we provide.

If you prefer, you can also choose to provide feedback anonymously.

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Get in touch

There are several ways you can share your feedback, compliment, suggestion or complaint.

Speak with us

You can speak with any Guide Dogs Victoria staff member you feel comfortable talking to. This may be your practitioner, a Team Leader, Manager, Customer Service team member or another staff member.

Call us

Call us on 1800 804 805 to speak with a member of our team over the phone.

Email us

Email your feedback, compliment or complaint to feedback@guidedogsvictoria.com.au.

Submit feedback online

Complete our online enquiry form below and select ‘Feedback’ as the enquiry type. If you wish to remain anonymous, simply select ‘Anonymous Feedback’ as the enquiry type.

We value your feedback

Your feedback is treated respectfully and confidentially. If you're a Guide Dogs Victoria client, providing feedback or making a complaint will not affect your access to services or the way you are treated.

    Please be aware that you will not receive any follow-up on this feedback.

    Accessible support

    We want everyone to be able to share their feedback.

    If you need assistance to provide feedback or would like information in an accessible format, please let us know. We will work with you to ensure the process is accessible and appropriate to your needs.

    Need more support?

    If you’re not satisfied with how your feedback or complaint has been handled, you can ask for it to be reviewed by the next level of management. If needed, the matter can be escalated to the Chief Executive Officer and, where appropriate, the Guide Dogs Victoria Board Chair.

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