Lighthouse Foundation values feedback as it provides us an opportunity to learn, grow and improve our services. We try to do the very best that we can, but sometimes we know that things don’t always go to plan. Lighthouse welcomes your feedback, whether it be a compliment, complaint or suggestion.
Tell us what you think
Our focus is to create caring communities where children and young people can feel safe, form meaningful relationships and begin to heal from traumatic experiences.
Lighthouse Foundation provides homes and therapeutic care programs to children and young people impacted by long-term neglect, abuse and homelessness. Our focus is to create caring communities where children and young people can feel safe, form meaningful relationships and begin to heal from traumatic experiences.
What happens to your feedback?
All information from the Tell Us What You Think Form is sent directly to the Director of Care Services and the Director of Therapeutic Care. Depending on the nature of the feedback and where applicable, a response will be sent to you or your nominated advocate within 7 workings days. Lighthouse aims to investigate and resolve all complaints within one month of receiving the complaint. If this timeframe cannot be met, the complainant will be informed of the reasons why and of the alternative timeframe for resolution.
Lighthouse values all feedback and complaints, we encourage everyone within our community to offer any feedback within various intervention spaces or with a Program Manager. Where this is not your preference, we suggest raising your concerns using the Tell Us What You Think Form. If you would prefer to seek external support, see below the contact details of independent agencies that may be able to provide advice or assistance. In any circumstance that there is an immediate threat to life or property, need of urgent medical assistance or you have witnessed a serious accident or crime please call 000.
Independent Complaints Advice
The Ombudsman (Victoria)
1800 806 314
Commission for Children and Young People
1300 78 29 78
Department of Families, Fairness and Housing
1300 884 706
Foster Care Association of Victoria
(03) 9416 4292
How to provide feedback?
If you would like to provide feedback, please complete the below ‘Tell us what you think‘ form.
Lighthouse Foundation is unwavering in its commitment to being a Child Safe Organisation. Lighthouse has a moral duty of care to ensure the safety and security of its Children and Young People, including:
- The cultural safety for Aboriginal and Torres Strait Islander Children/Young People,
- The cultural safety for Children/Young People from culturally and/or linguistically diverse backgrounds,
- The safety for Children/Young People of all sexual orientations and gender identities,
- Providing a safe environment for Children/Young People with a disability.
This duty includes articulating a Child Safe Code of Conduct, and taking all reasonable steps to promote safety and prevent all forms of abuse. Lighthouse believes each of us has a responsibility to raise concerns of abuse, and has detailed an appropriate response when an allegation is made.