When we are aware of a complaint, we will always attempt to resolve the matter immediately.

If you have sent us your contact details via email or online forms, we may contact you for more information about your complaint and attempt to resolve the issue.

We can also accept your complaint anonymously and we’ll investigate to the extent we are able to. In this case, we won’t be able to respond to you personally.

If we cannot immediately provide a resolution, we will formally acknowledge your complaint within 48 hours and will escalate the matter to the appropriate manager for further investigation and response.

Where a complaint meets the definition of a critical or notifiable incident under relevant State or Territory Disability legislation, MyIntegra will meet the relevant mandated incident reporting requirements.

If we can’t resolve your complaint within MyIntegra, we will explain why and let you know your other options.