Program participant feedback is important to us.

How do I give feedback or make a complaint?
Ladder wants to hear what you have to say, giving us feedback or raising an issue is easy.

Face to face:
If you feel comfortable, you can speak with a Ladder staff member at your program. If your feedback/complaint is about a staff member and you don’t feel comfortable raising it with them, contact Ladder National Office on [email protected] or by calling 03 9416 0064.

By phone:
A Ladder staff member will complete the Ladder Feedback Form with you over the phone. Please note, this may take up to 10 minutes.

To submit by mail or email, you will need to fill out a Ladder Feedback Form. This form is available to download here.

To submit by mail, please post your completed Ladder Feedback Form to Ladder, PO 84, Abbotsford, Victoria 3067.

To submit by email, just send your completed form to [email protected].

What do I have to put in my feedback or complaint?
It is useful for us to have as much information as possible so we can understand what feedback or issue you would like to raise. You can include:

• Who your feedback or complaint is about
• What happened (If you can, try and include the date, time, and who was involved)
• How it made you, or others, feel
• If anyone else was around
• Any documents/ evidence

How long does it take to get an answer?
We will contact you as soon as possible to let you know your form has been received. If you are posting your form, we will aim to be in touch within 14 days. If you email your form, we will be in touch within 5 days.

We will formally respond to your communication within 30 working days.

Ladder standards when processing complaints:

• It is confidential (where possible).
• It is impartial.
• Complaints will be handled as fast as possible.
• Complaints must be proved before action is taken.

What do we do with your feedback or complaint?
Ladder will treat your feedback or complaint as a priority, noting that in most cases, we will need to speak to the person(s) that your feedback or complaint is about. We do this to offer them a chance to provide an explanation of what happened. Our aim is to resolve the problem, in the best way possible, for everyone involved.

What if you are not happy with the outcome?
If you are not happy with the outcome you can ask for it to be reviewed.