ECHO is committed to providing quality services to all clients and customers including job seekers, employers and associated stakeholders. If at anytime you are not satisfied with the services received at ECHO, please raise this with either the Disability Employment Services Area Manager on (03) 9210 2100 or the jobactive Regional Employment Manager on (03) 8790 1621.
When a complaint is received at ECHO the details are recorded and action taken to resolve the issue. Where applicable, ECHO will endeavour to improve services, policy or operating procedures in response to your feedback.
Feedback can be lodged either through the Customer Feedback Process (in person, telephone or this website) or through the Suggestion Box located in the foyer of each site.
If you think you aren’t receiving the right help, you should first try to talk to us.
ECHO is committed to resolving any concerns as efficiently as possible and the local ECHO office looks forward to assisting wherever possible
We will provide a feedback process which is fair and we will try to resolve your concerns.
If you feel you can’t talk to us about your concerns, or you are still not happy, you can access the Complaints Resolution and Referral Service by calling the Government’s Customer Service Line on 1800 805 260 (free call from land lines).
You can also call the Complaints Resolution and Referral Service directly on 1800 880 052 (free call from land lines), or on the TTY number: 1800 301 130 (free call from land lines).
The National Relay Service: 1800 555 677 (free call from land lines), fax 02 8417 2697.
The Complaints Resolution and Referral Service is an independent body responsible for resolving complaints through investigation and/or conciliation. They will try to resolve your concerns quickly, fairly and sensitively.
An interpreter or TTY access can be arranged on request.
Echo undertakes annual surveys for DES Clients, DES Exit Process and jobactive Clients. Our surveys are confidential and provide us feedback for service improvement. Survey’s will take approximately 5 minutes to complete.
We are not currently running any surveys at the moment.
As part of our service at ECHO, we have a dedicated Consumer Liaison Officer, Clare Nixon, who can be contacted at the Box Hill office on 03 9210 2100.
The Consumer Liaison Officer can be contacted with any complaints; suggestions or feedback you may wish to express.