Feedback and Complaints

We are committed to providing a safe and accessible way for the people we support and who support us to share feedback or make a complaint. 

If you have a concern about Flat Out’s services, programs, staff, volunteers, or governance, you have the right to make a complaint. We take all complaints seriously and work to resolve them fairly, confidentially, and in a timely manner. 

You also have the right to: 

  • Be treated with respect throughout the process. 

  • Have your complaint heard and responded to promptly. 

  • Access independent advocacy and support. 

  • Continue to use our services while your complaint is being investigated. 

How to Provide Feedback or Make a Complaint 

You can submit feedback or a complaint in the way that works best for you: 

  • Lodge a form using the buttons below or click here

  • Call us at 9372 6155 

  • In writing – Send a letter to Flat Out, Level 2, 210 Lonsdale Street, Melbourne 3000.

If you prefer, you can also lodge a complaint anonymously. 

If you need support to submit a complaint, you can contact the Homelessness Advocacy Service (HAS): 
📞 Free call 1800 066 256 
📞 Phone 8415 6213 and ask for the HAS Advocate 

Are you someone who is being supported, has previously been supported, or who needs support from Flat Out?

Are you a service provider or other stakeholder?

What Happens When We Receive a Complaint? 

We follow a clear process to ensure your complaint is handled respectfully and fairly: 

  • Acknowledgment – We will confirm we’ve received your complaint within 24 hours. 

  • Assessment – The Executive Officer (or a designated impartial person) will assess the complaint and determine next steps. If the complaint involves the Executive Officer, the Flat Out  Board will appoint an independent investigator. 

  • Investigation – We will gather information and speak to all relevant parties, ensuring fairness and confidentiality. 

  • Resolution – We aim to resolve complaints as quickly as possible, typically within two months. If additional time is needed, we will keep you updated on the progress. 

  • Outcome and Follow-Up – We will inform you of the outcome and any actions taken. If you are not satisfied with the resolution, we can provide information about external complaint options. 

Need Support? 

If you need an advocate to assist you in making a complaint, you have the right to be represented at any stage by a support person of your choice. Flat Out can help connect you with free advocacy services if needed. 

We appreciate your feedback and remain committed to accountability and continuous improvement. Thank you for helping us strengthen our work. 

If you are still unsatisfied with our response the Social Services Regulator regulates the Social Services Standards. They accept feedback and concerns for the purpose of monitoring and enforcing compliance with these standards.  
 

The six standards that apply to homelessness services delivered by Flat Out are: 

  • Standard 1: Safe service delivery – Social services are safely provided based on assessed needs. 

  • Standard 2: Service user agency and dignity – Social services are person-centred, and respect and uphold service user rights and agency. 

  • Standard 3: Safe service environments – Social services are provided in a safe, secure and fitforpurpose environment. 

  • Standard 4: Feedback and complaints – Service users are supported to share feedback, complaints or concerns about service safety. 

  • Standard 5: Accountable organisational governance – Effective governance and organisational systems support safe social service delivery. 

  • Standard 6: Safe workforce – Social services are delivered by a workforce with the knowledge, capability and support to provide safe social services with care and skill. 
     

For more information on your right to raise concerns about the safety of specialist homelessness services provided by Flat Out, you can contact the Social Services Regulator via: 

Email: enquiries@ssr.vic.gov.au 

Mail: Social Services Regulator, PO Box 1106, Collingwood, 3066