We want to make sure users of the Quitline feel welcome and supported, and that our services are helping people to take steps towards becoming non-smokers. You can help us improve by letting us know when you think we could do better and when we got it right. Our goal is to “find it and fix it” if there is a problem, and to build (or get back) your confidence in the Quitline.
We want to know if you (or someone close to you):
- didn’t receive enough information or received information that was hard to understand
- felt like the counsellor didn’t listen to you or didn’t respect what you said
- just didn’t feel that satisfied with the Quitline’s service
- thought the counsellor was helpful and supportive
If you provide a compliment, we will:
- let the counsellor know and pass on the compliment
- possibly share the compliment (without your name or personal information attached) as part of our training or reporting
If you make a complaint, we will:
- see your complaint as helpful to us
- be kind and considerate in our communication with you (as we hope you will be with us)
- review your complaint promptly and keep you informed of progress or of any delays in the review
- provide information that is helpful, accurate, and easy to understand
How to make a complaint
- If your concern arises on the call, let the Quitline counsellor know you’re unhappy with something that has been said or has happened on the call.
- The counsellor will ask you some questions to understand your concern and see if it can be resolved straight away.
- If you are not satisfied at the end of your conversation with the Quitline counsellor, you can tell the counsellor you would like to make a complaint to the Quitline Manager.
- If you do want to make a complaint, the Quitline counsellor will complete a complaints form for you and give this to the Quitline Manager.
- If you don’t feel comfortable making a complaint or you want some time to think about it, you can always end the call and then you – or someone you trust – can call back another time and ask to make a complaint. The complaint can be made anonymously.
- You can make a complaint on behalf of yourself or someone else any time by:
Calling the Quitline and asking to make a complaint (you can choose to remain anonymous if you do this)
Sending an email to email@example.com
Sending a letter to Quitline Complaints, 615 St Kilda Road, Melbourne VIC 3004
To help us review and resolve the complaint, please include:
- Your name and contact number, if you would like a response and updates on progress to resolve the complaint. (If you would like to remain anonymous, that is fine, but we won’t be able to update you on a response or progress).
- The person on whose behalf you are making the complaint (if applicable).
- The date and approximate time you spoke with the Quitline.
This form can be downloaded and sent to us: Complaint & Compliment Form.
How your complaint will be handled
- The Quitline Manager will call you back within two (2) business days to discuss your concerns and see if they can be resolved immediately.
- If you are not satisfied with the outcome of this conversation, the Quitline Manager will work with you to understand what you expect the outcome of the complaint should be.
- The Quitline Manager will explain how your complaint will be reviewed and offer to give you updates while the review is underway.
Reviewing the complaint
Your complaint will be reviewed fairly, and in an objective and unbiased manner. The Quitline Manager will consider a lot of factors in reviewing the complaint, including:
- whether there was a misunderstanding or the counsellor made an error, and how we could change our training to make sure it doesn’t happen again
- whether there is an issue that needs to be fixed with the information provided or our processes
- the impact the issue has had on you, and your expectations of the outcome
The Quitline Manager might speak to the counsellor involved or listen to the call recording, and might call you back if they have more questions.
Outcomes and next steps
- When the complaint has been reviewed, the Quitline Manager will send you a “complaint outcome” in writing. The outcome will provide you with information on what happened and why, and what Quitline will do to reduce the risk the problem will happen again.
- If you are unhappy with the outcome, you can ask for the outcome to be reviewed. This means the Quit Director will check the correct process was followed to review the complaint and that the decision is appropriate.
- The Quit Director will advise you in writing whether the process to review the complaint has been followed correctly or not, and whether the decision was appropriate or not. The Quit Director can over-rule the outcome if an error in the process or decision-making has been made.
- If you are still unhappy with how the Quitline has resolved the complaint, you can make a complaint to one of the external agencies below.
You can download a copy of our Complaints and Compliments Policy here.
Department of Health VIC
The department responds to feedback about any part of people’s experience with the department and the services it funds, including the Quitline. Telephone: 1300 884 706 Web: Making a complaint.
Receives and investigates complaints about decisions and actions made by state and local governments as well as private and non-government organisations which perform a public function. Telephone: 9613 6222 or regional: 1800 806 314 Web: Victorian Ombudsman.
Disability Services Commissioner VIC
Works with people with a disability, and disability
services to resolve complaints.
Telephone: 1800 677 342 (free call); TTY service for people with hearing or speech difficulties 1300 726 563 Web: Disability Services Commissioner.
Health Complaints Commissioner VIC
Receives and resolves complaints about healthcare and the handling of health information in Victoria. Telephone: 1300 582 113 Web: Health Complaints Commissioner.
Office of the Victorian Information Commissioner
Promotes fair public access to information while ensuring
its proper use and protection.
Telephone: 1300 006 842 Web: Office of the Victorian Information Commissioner.
Office of the Victorian Information CommissionerPromotes fair public access to information while ensuring its proper use and protection.
Telephone: 1300 006 842 Web: Office of the Victorian Information Commissioner.
Quitline (South Australia)
The department of Health in SA responds to feedback about any part of people’s experience with the department and the services it funds, including the Quitline, which is funded via the Drug & Alcohol Service SA (DASSA).
DASSA – Telephone: (08) 7425 5000; Email: HealthDASSAGeneral@sa.gov.au; Web: feedback form
SA Health – Telephone: (08) 8226 2567; Web: feedback form
South Australian Ombudsman
Health and Community Services Complaints Commissioner SA
Helps consumers, carers and service providers– this includes government, private and non-government health and community services – to try and resolve complaints.
Telephone: 1800 232 007 Web: Health and Community Services Complaints Commissioner.
Privacy Committee of South Australia
Responsible for overseeing the implementation of the Information Privacy Principles Instruction by South Australian public sector agencies. Telephone: (08) 8204 8786. Web: Privacy Committee.
South Australian Equal Opportunity Commission (EOC)Assists people to resolve complaints of discrimination, sexual harassment or victimisation. Telephone: (08) 8207 1977 or for Country Callers on 1800 188 163 Web: Equal Opportunity Commission.
Explore other support options
There are a range of support options available to help you quit.
Free Quit Support
Calling the Quitline increases your chance of quitting successfully.
Quit Specialists are trained to listen carefully to you to help meet your needs.