Samaritans is proud of what we do.

We provide high quality services and treat the people we support, their families and carers, supporters and other stakeholders with dignity, respect, courtesy, privacy and protection from gossip, harassment, discrimination, abuse or harm. However, if you are unhappy about how Samaritans services and activities are provided, are dissatisfied with the behaviour of Samaritans staff, believe that Samaritans services, activities, policies and procedures are inconsistent with our stated mission, vision, values and code of conduct or believe that anything we do is illegal, unreasonable, unjust, oppressive or discriminatory, then we encourage you to submit feedback or make a formal complaint. We take feedback and complaints as an opportunity to review and improve what we do.

You can provide your feedback or make a complaint directly to any staff member, supervisor or manager at the service concerned or, if you prefer, to the Samaritans Complaints Officer:

  • Verbally
  • Via phone on 1300 656 336
  • In writing to PO Box 366 HRMC NSW 2310
  • Via email
  • Through our Online Enquiry Form (below)

What we will do

We will take all complaints seriously.
We will help you to make the complaint if you need assistance.
We will protect your privacy and keep information confidential.
We will inform you about the progress of the complaints process.
We will not make fun of or treat people badly for making a complaint.

Download our easy-read information below. We can help you provide feedback.