20 Mar 2020

Coronavirus (COVID-19)

Due to Coronavirus (COVID-19), I want to share with you the adjustments we have made to the operation of our office. There is significant uncertainty at this time, and the health, safety and welfare of our staff and members of the public who use our services are our primary concern. As a result, and in order to manage any risks, we are adapting our services to the changing needs.

From 18 March 2020, our office at 570 Bourke Street Melbourne will be closed to the public. But we are still working and will continue to assist people who are currently accessing our services, and who wish to lodge a new complaint or enquiry.

Complaints Resolution and investigations functions

Our complaint resolution service and investigations functions will continue to operate. However, as a health and safety precaution, we have cancelled all face-to-face meetings. We are looking at how we offer meetings either by video or telephone conferencing.

If you are currently in a complaint resolution process or an investigation, our staff will work with you to find the most suitable approach for all parties.

Contacting us to lodge a new complaint or enquiry

At the present time we ask that you contact us via our website in the first instance. You can lodge a new complaint or enquiry at: www.hcc.vic.gov.au/public/about-complaints

If you cannot contact us via our website you can call us on 1300 582 113. We are experiencing increased call numbers and as a result you may be diverted directly to voicemail if all our staff are on other calls. Please leave a message and we will get back to you as soon as possible. Some delays may be expected. We will do our best to keep any delays to a minimum, but we do ask for your patience.

If you have a question about the Coronavirus (COVID-19) pandemic, we recommend you access either the Department of Health and Human Services website: https://www.dhhs.vic.gov.au/coronavirus

or the Commonwealth Department of Health website:

https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert

Training and events

We have suspended our face-to-face training sessions and other events and will look to reschedule these as soon as we can. In the meantime, we are exploring other ways to deliver sessions remotely and online. Please check our website regularly for updates.

We understand that this is a difficult time for many members of the community, including our staff. We are in a period of many unknowns. Those people who are accessing our services may be experiencing additional anxieties. We will continue to provide our services effectively and as promptly as we can, and with empathy.

Thank you for your patience in allowing us to do so.