Home > Feedback and Complaints

Tell Us What You Think

We value your opinion and want to hear what you think about the quality of our service. We will use your feedback to improve our services.

If we haven’t met our commitments, we want to hear from you. If you think we could improve our services, we want to hear from you. If you have an idea of a service you think we should provide, we want to hear from you.

How to make a complaint or give us feedback:

  • Talk to the person who is providing you with a direct service. If you are not satisfied with their response or you feel uncomfortable having this discussion you could…
  • Fill out a feedback and complaints brochure either by picking one up from Biala and putting it in our suggestions/feedback/complaints box in our reception area or completing one online below…or
  • Talk to the CEO by calling 6686 4763 or e-mailing on enquiries@biala.org.au. If you are still not satisfied with the response you could …
  • Talk to the Police on

    (02) 6681 8699

  • Or annonymously on Crime Stoppers on

    1800 333 000

What you can expect from us:

  • Respect – we welcome, listen and work with you to understand your individual needs;
  • Fair and transparent Services – we will be open and honest with you;
  • Genuine Consultation – we value your feedback and we will work with you to understand how to improve our services.

How we handle your complaint:

  • If you have a complaint, we will respond as quickly as possible;
  • We will let you know if we can resolve the matter or whether we need more time to investigate;
  • We will keep you informed of the progress of your complaint;
  • We will take on board your feedback and include it in our quality management system so that it can be integrated across the organization.

If a complaint cannot be resolved:

  • If we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other options you have;
  • Our objective is to resolve your complaint. If this is not possible you can also contact
    • The Community Services Division
      NSW Ombudsman
      Level 24, 580 George St.
      Sydney NSW 2000
      Phone: 02 92863 1000