At Phillip Island Nature Parks, we truly value your feedback, as it enables us to continually enhance the experience of our visitors.
Whether your feedback consists of a compliment, a complaint, or a suggestion, please know that it's significant to us, and we're eager to hear from you. To allow us to respond and act swiftly, we kindly request you to share your feedback as soon as possible.
If you want to acknowledge the efforts of our team or specific individuals, we'll ensure your kind words reach the appropriate parties.
In the case of complaints, we strive to resolve them promptly as detailed below. For privacy-related complaints, please consult our Privacy Policy page for the specific complaint form and policy. To raise serious concerns regarding misconduct or corruption, please refer to the section on Public Interest Disclosures before submitting your complaint to Phillip Island Nature Parks.
How to submit a compliment, complaint or feedback
You can reach out to us via:
- Email at info@penguins.org.au providing comprehensive details and the expected outcome.
- Call us at 03 5951 2800 if you're in Australia (or +613 5951 2800 for international calls).
- Speak to any Phillip Island Nature Parks employee in person.
- Write to us at:
PO Box 97
Cowes VIC 3922,
AUSTRALIA
We also accept complaints from an authorised representative if you're unable to make the complaint yourself.
If your complaint pertains to inappropriate behaviour by Nature Parks officers, it may qualify as a public interest disclosure - please read the advice below on Public Interest Disclosures.
In case of emergencies concerning child safety and wellbeing, please ensure your first call is to the police on '000'. If you're under 18, we encourage you to seek support from a trusted adult, such as a parent, guardian, or teacher, who can help.
Complaints process
What we do first
The individual you initially contact about your complaint will attempt to address it at the local level. If the issue is resolved, the staff member will confirm if you'd still like to register an official complaint. If you opt for lodging an official complaint, we will assess it, engage with relevant officers, peruse any applicable documents.
Response
We aim to respond to your complaints within one month.
Your responsibilities
In lodging your complaint, you are accountable for:
- Delivering a clear explanation of the problem.
- Proposing the solutions you are seeking (if any).
- Sharing all the relevant information you have at the outset.
- Updating us with any new information or notifying us if you no longer need assistance.
- Co-operating with us by dealing solely with the Complaints Officer.
- Treating our staff with respect and courtesy.
If you believe that there's further clarification you can provide to your complaint, please contact the Complaints Officer (via info@penguins.org.au). Similarly, if the Complaints Officer finds your complaint unclear or requires more information from you, they may reach out to you for a discussion.
Our responsibilities
At Phillip Island Nature Parks, we're responsible for:
- Managing your complaint professionally, efficiently, and fairly.
- Keeping you informed of our progress.
- Providing reasons for our decisions.
- Treating you with respect and courtesy.
When a complaint takes longer to deal with
In instances where our initial inquiries don't yield satisfactory solutions or uncover larger issues, we will notify you and provide an updated timeline. Longer response times may be due to the need to:
- Review extensive volumes of information.
- Conduct interviews.
- Visit sites.
Escalating complaints
Should you be unsatisfied with our response, you may request for your complaint to be escalated to a senior officer at Nature Parks.
In case of continued dissatisfaction following escalation, you can contact an external agency, such as the Victorian Ombudsman.
Anonymous Complaints
We accept anonymous complaints and will assess them in the same manner as we do other complaints. However, if you submit an anonymous complaint, we won't be able to provide you with a response or ask for more information, which might affect our ability to investigate thoroughly.
Feedback on our approach
We welcome feedback on our approach to managing compliments and complaints. If you have suggestions for improving it, please send them to our email at info@penguins.org.au or call us on 03 5951 2800 (for Australian calls) or +613 5951 2800 (for international calls).
Review and changes to our approach
Nature Parks reserves the right to change our approach at any time and will update this page if changes are made. Please review this page periodically to ensure you are aware of any changes.
Once again, thank you for taking the time to provide us with your feedback. It is crucial in our ongoing efforts to improve our services and ensure that Nature Parks continues to be a place where everyone feels welcomed and appreciated.
Privacy
We're committed to handling your personal information in line with privacy legislation. We'll only use your information for the purposes for which you provided it. You have the right to access your personal information and have it corrected if it's wrong. For further details, see our Privacy Policy.
Children and Young People
Phillip Island Nature Parks is committed to promoting and protecting the interests and safety of children who visit our sites and participate in activities managed by Nature Parks. We have zero tolerance for child abuse and all allegations and safety concerns will be treated very seriously.