Providing Feedback

Why we want to hear from you

At Golden City Support Services, we are committed to providing high-quality supports that help people live the life they choose.

We welcome all feedback, whether it is a compliment, suggestion, concern or complaint. Your feedback helps us understand what’s working well, identify opportunities for improvement, and ensure we continue to deliver safe, responsive and person-centred services.

We regularly review the quality of our supports and invest in training and development for our team. However, we recognise that there may be times when we don’t meet expectations. When this happens, we want to know so we can listen, learn and take action where needed.

Every piece of feedback is valuable and helps us improve the experience of the people we support, their families, carers and advocates.

Are you providing feedback on behalf of a person with a disability?
Do you require any help with communication? e.g interpreter or National Relay Service?

What is a feedback

Feedback is any information you would like to share about your experience with Golden City Support Services. This may include:

  • A compliment about a positive experience
  • A suggestion for improvement
  • A concern about a service or support
  • A complaint about something you feel has not met your expectations

We value all feedback and will use it to recognise good work, improve our services and address issues when they arise.

How to make a complaint to GCSS – there is no wrong door

You can provide feedback, raise a concern or make a complaint in a number of ways:

  1. Call 1800 001 005 and our Customer Support Team or Reception Team will assist you.
  2. Email [email protected]
  3. Speak directly with a frontline supervisor or support staff member.
  4. Visit our reception team at:
    Level 1, 48 Mundy Street, Bendigo VIC 3550
  5. Write to:
    Golden City Support Services
    PO Box 297
    Bendigo VIC 3552

We are committed to listening, responding respectfully, and working with you to continually improve our services.

What happens when you provide feedback to GCSS

When you provide feedback, it is recorded in our confidential feedback and complaints system and reviewed by an appropriate staff member or senior manager.

We welcome all types of feedback, including compliments, suggestions, concerns and complaints. Positive feedback helps us recognise team members who are making a difference, while suggestions and concerns help us improve the way we deliver services.

Depending on the nature of your feedback, we may contact you to discuss it further, gather additional information, or let you know about any actions we have taken. While some matters can be addressed quickly, others may require a more detailed review or formal investigation. As a result, response and resolution timeframes may vary.

We are committed to ensuring all feedback is treated respectfully, confidentially and fairly.

Other avenues for feedback or complaints

While we encourage you to provide feedback directly to Golden City Support Services, we understand that you may prefer to speak with an independent organisation.

If you would like information about alternative avenues for providing feedback or making a complaint, please visit:

Other ways to make a complaint

Tell us what’s working well

We love hearing about positive experiences and recognising staff who have made a difference in people’s lives.

Your compliments and success stories help us understand what we are doing well so we can continue building on our strengths and sharing good practice across our organisation.

If you would like to share positive feedback, you can:

  1. Call 1800 001 005 and speak with our Customer Support Team.
  2. Email [email protected]
  3. Speak directly with a staff member, supervisor or manager.
  4. Visit our reception team at:
    Level 1, 48 Mundy Street, Bendigo VIC 3550
  5. Write to:
    Golden City Support Services
    PO Box 297
    Bendigo VIC 3552

Our commitment

At GCSS, every piece of feedback matters. Whether you’re sharing a compliment, suggestion, concern or complaint, your feedback helps us learn, improve and ensure we continue delivering quality, person-centred supports to our community.