Seniors Rights Victoria only has capacity to respond to calls from older people experiencing or at risk of elder abuse. If your matter is an emergency, please call 000. If you are a concerned friend or family member, please encourage the older person to call us or click here for access to information and resources.
Seniors Rights Victoria (SRV) is a program of COTA Victoria. We are committed to being open, accountable and transparent in all of our processes and we encourage and value all feedback as a way to continuously improve our policy, practice programs and services.
You can access our Client Services Charter here.
We are responsive, we act fairly and transparently and treat both those who provide feedback and those who are the subject of feedback with dignity, courtesy and respect.
The privacy and confidentiality of all parties are protected.
If you are happy with our service, we’d like to hear about it. Conversely if you are unhappy with our service or have suggestions for how we can improve we would also like to hear about it.
How can you provide feedback?
There are a number of ways you can provide feedback to Seniors Rights Victoria, or an independent third party.
Our email address info@seniorsrights.org.au. Your email will be referred to and managed by the Principal Lawyer and Manager.
Alternatively you can complete the form below.
If needed, we will provide an interpreter to help you make the complaint.
Sometimes it is not possible to resolve a complaint completely. If this is the case, Seniors Rights Victoria staff will work with you to look at other options to address your issues. Seniors Rights Victoria staff may follow up with you afterwards to check that the outcome of the complaint handling process is meeting your needs.
You can telephone Seniors Rights Victoria to have your feedback documented over the phone with an Advocate. The Advocate will ask you several questions relating to your feedback, and what outcome you would like to achieve. The Advocate will be guided by the COTA Complaints and Feedback Policy (available to you upon request). If you prefer not to speak to the Advocate, you can ask to speak directly to the Principal Lawyer and Manager, just ask to be transferred.
You can also call SRV's Administration Officer on (03) 9655 2129 (9am-5pm Monday-Friday).
For more information visit Victoria Legal Aid
If you would like some suggestions as to how to resolve an issue with your lawyer, without the need the raise the matter as a formal complaint you may contact the LSBC. If you wish to make a formal complaint about the conduct of our Legal Services, please call 1300 796 344 to arrange a time for someone to talk to you about your issue, or by using the online Consumer enquiry form https://lsbc.vic.gov.au/consumers/consumer-enquiry-form.
For more information visit Legal Services Board and Commissioner website
As SRV's service is partially funded by Victoria Legal Aid, if you are unhappy with our response to your feedback or wish to lodge a complaint against our Legal Services you may contact the Victorian Legal Aid’s Complaints and Statutory Compliance team by telephone on (03) 9280 3789, by email or by using the online form.
If you are in Victoria and are experiencing or at risk of elder abuse, help is available through our confidential helpline on 1300 368 821.
If you are a concerned friend or family member, please encourage the older person to call us or you can access information and resources here. You can also find a lawyer via the Law Institute of Victoria website.
If it is an emergency, call 000.
