Complaints Policy
Last updated: 1 July 2026
At Picolo Bloom we take feedback and complaints seriously — they help us improve. If anything about your experience with us isn’t right, we want to hear about it and put it right.
How to make a complaint
You can make a complaint in any of the following ways:
- Email: info@picolobloom.com.au with the subject line “Complaint”
- In person or over the phone with any Picolo Bloom team member
- In writing: Care Franko Pty Ltd, Melbourne, VIC
You can complain anonymously if you prefer — but we can usually only update you on the outcome if we have a way to contact you.
What happens when we receive a complaint
- Acknowledgement — we’ll confirm receipt within 2 business days.
- Investigation — a senior team member (independent of the issue where possible) will investigate. We may contact you for more information.
- Response — we aim to provide a substantive response within 14 business days. Complex matters may take longer; we’ll keep you informed.
- Resolution — we’ll explain what happened, what we’ll do about it, and what (if anything) we’ll change going forward.
If you're not satisfied with our response
You can escalate your complaint to one or more of:
- NDIS Quality and Safeguards Commission — 1800 035 544 or ndiscommission.gov.au (if your complaint relates to NDIS services)
- AHPRA — 1300 419 495 or ahpra.gov.au (if your complaint relates to a registered health practitioner)
- Health Complaints Commissioner (Victoria) — 1300 582 113 or hcc.vic.gov.au
- Office of the Australian Information Commissioner — for privacy complaints — 1300 363 992 or oaic.gov.au
Our commitments to you
- You will not be penalised or treated less favourably for making a complaint
- We will treat your complaint confidentially
- We will be fair, respectful, and timely
- We will use what we learn to improve our service for everyone
Children and Vulnerable People
You can:
- Access the personal information we hold about you
- Request corrections to inaccurate information
- Request deletion (subject to legal and clinical retention requirements)
- Withdraw consent for marketing communications at any time
- Make a privacy complaint — to us first, or directly to the Office of the Australian Information Commissioner (OAIC)
Cookies and analytics
If your complaint involves the safety or wellbeing of a child, please raise it immediately. We have mandatory reporting obligations under Victorian law and will act on any concern about child safety as a matter of urgency.
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