Eworks is committed to delivering a high quality of service to all who use our services and our complaints policy and guide is designed to ensure that the concerns of individuals are treated seriously and are addressed promptly and fairly.

Feedback is always welcome, whether positive or negative, to enable service improvement.

What is a Complaint ?

A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person.

Or more simply, telling someone that you are not happy with something about the service in which we have provided to you as a client of Eworks. You may have written your complaint down or spoken directly with us.

Making a complaint

Any person may make a complaint or give positive feedback. Complaints and feedback can be made over the phone, in person or in writing.

To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.

Eworks encourages complaints, where possible, to be submitted in writing (by email or letter) as this generally provides greater detail. Complaints can also be made by completing the form (Eworks Feedback Form) which is also available at all of our office locations.

Reporting Fraud

If you suspect someone may be committing fraud against Centrelink, Medicare or Child Support, you can report it to the Department of Human Services.

We understand the majority of people are honest and do the right thing. However, there are a small number of individuals who receive money for which they aren’t eligible, or abuse the services we provide.

How to report fraud

If you suspect someone is committing health or social welfare fraud, and you want to report it:

  • you can remain anonymous
  • complete as much of the relevant form as you can
  • be specific with your answers, as this is more helpful for the Department of Human Services review processes
  • don’t worry if you can’t give answers to all the questions
  • the Department of Human Services will keep everything confidential

Reporting suspected fraud

The fastest and easiest way to report welfare fraud or child support fraud is by filling out the appropriate online form.

For health program related fraud you will need to fill out a paper form.

You can also report suspected fraud by calling the Department of Human Services fraud tip off line. Before calling, make sure you find somewhere private and safe so the information you provide is confidential.

Call 131 524, Monday to Friday, 9.00 am to 4:45 pm AEST excluding South Australian public holidays.

To locate the forms (paper and online) and for more information please go to:

http://www.humanservices.gov.au/customer/information/fraud-and-security#a3