Complaints Procedure

The National Centre for Action on Child Sexual Abuse (National Centre) believes that anyone should be able to make a complaint regarding our services, knowing it will be fairly investigated, is free from bias and in accordance with the principles of natural justice and procedural fairness. To this end, we have a detailed complaints procedure.

Complaints can be received in person, via phone, email or in writing.

You can make a complaint in two ways:

An informal complaint. We will contact you within 2 working days and will endeavour to resolve these quickly, without the need for further action.

A formal complaint which may follow on from informal complaints. These will be acknowledged within 2 working days and we will aim to resolve within 14 working days. Where we’re not able to resolve the complaint within 14 working days, we will inform you of the progress of the investigation and any further steps.

If you feel your complaint has not been resolved following this, we have an appeals process.


The National Centre recognises that complaints and subsequent actions can be complex experiences for all those involved. As such, complaints received by the National Centre will be treated as confidential. In some instances, it may be necessary to share complaints with the Department of Social Services. This is only done when appropriate and in consultation with the complainant. Complaints that are of a child protection nature which will be addressed in accordance with child protection laws and reporting obligations.

Contact details:

Email us:
Telephone: 0417 919 722
In writing: PO Box 3335, Richmond, VIC, 3121

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