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Our Complaints Policy

Complaints Policy

HELD is committed to providing support to our members who are actively working in the end-of-life space.

We understand that occasionally there may be times when you feel that the service provided by a HELD member has not met your expectations. HELD takes all complaints seriously and we are committed to resolving them promptly and fairly.

If you have a concern, you should first raise it directly with the HELD member you have been dealing with.

Making a Complaint

If you wish to make a complaint, you can do so by email. Please send your complaint to:

Email: contact@held.org.au

Please include the following information in your complaint:

  1. Write: ‘COMPLAINT’ in the Subject Line.
  2. Your name and contact details.
  3. The name of the HELD member or HELD itself that you are making the complaint against.
  4. Details of your complaint, including any relevant dates, times, and locations.
  5. Any supporting documentation or evidence.

Complaint Resolution Process

Once we receive your complaint, we will acknowledge it within three working days. We will then investigate your complaint thoroughly and fairly.

Our complaint resolution process is as follows:

  1. Acknowledgement: We will acknowledge receipt of your complaint within three working days.
  2. Investigation: We will investigate your complaint thoroughly and fairly. This may involve gathering further information from you and from any relevant parties.
  3. Resolution: We will endeavour to resolve your complaint as quickly as possible. If your complaint is straightforward, we aim to resolve it within 14 working days. If your complaint is more complex, it may take longer to resolve. We will keep you informed of the progress of our investigation and let you know if there are any delays.
  4. Outcome: Once we have completed our investigation, we will inform you of the outcome. If you are not satisfied with the outcome, you may request a review of your complaint.

Review Process

If you are not satisfied with the outcome of your complaint, you may request a review. To request a review, please contact us by email at contact@held.org.au within 10 working days of receiving our response to your complaint. Your complaint will then be reviewed by a senior member of HELD who was not involved in the initial investigation.

Contact Us

If you have any questions about our complaint-handling procedure, please contact us by email at contact@held.org.au.

Holistic End of Life & Death Care Australia Inc (HELD)