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Feedback & Complaints

JIG Music Therapy welcomes feedback and complaints and is committed to making sure people feel safe and confident to tell us their concerns.  We are always seeking to improve our services and foster a culture of continuous learning and professional development.

JIG has a responsibility to ensure that we are delivering safe and quality music therapy services to our participants at all times. Feedback from you is an important indicator of whether this responsibility is being fulfilled.

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We love to hear directly from you, both within sessions and written feedback.  We also recognise that sometimes it's necessary to provide anonymous feedback. In  these cases, you are welcome to use an advocate to help you submit your complaints and appeals and JIG can provide you information on who you can speak to if an advocate might be needed.

 

We’d be grateful if you could identify whether your feedback relates to someone under 18. This will ensure we take into account any additional child safety considerations when undertaking our investigation.  If you would like to discuss this further, please contact us on the details below.

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You are not required to provide your personal details if you would like to make an anonymous complaint.  Please note, if you make a complaint and do not include your personal details, we will not be able to let you know of the progress, or outcome. JIG adheres to Australian Privacy Laws.  Therefore, if you make a complaint, we will protect the privacy of every person involved.

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How We Handle Complaints
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We aim to address and resolve complaints quickly and fairly.

  • All complaints will be acknowledged.

  • Complaints made in writing will be acknowledged within 3 working days.

  • JIG aims to seek resolution of all complaints within a timely manner and by the timeframes given in your Service Agreement with us.

  • JIG aims to seek resolution within 10 calendar days.

  • If complaints take longer than 30 calendar days to resolve, JIG will tell you the reasons for this.

  • You will be kept up to date in both progress and outcomes.

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Any positive feedback or compliments will be recorded and sent to the team or person that it is about.

Lodge a Complaint or send Feedback

You may lodge a complaint, feedback or a compliment in three ways:

  1. Call us on the phone on 0425791187

  2. Send an email to info@jigmusictherapy.com.au

  3. Fill in and submit the form below

Thanks for submitting!

Contact

PO Box 567

Buninyong VIC 3357

Australia

info@jigmusictherapy.com.au

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Tel: 0425791187

Thanks for submitting!

© 2023 JIG Music Therapy

ABN: 46364898730

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JIG acknowledges the Wathaurong peoples, the traditional owners of the lands on which we work, recognising that sovereignty was never ceded.  We pay our respects to elders past, present and emerging, who continue to carry the traditions, songlines, knowledge and stories. 

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