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Complaints & Feedback

If something isn't right — tell us. We take every complaint seriously and we make it easy to be heard.

In immediate danger? Call 000 right now. For urgent counselling, call Kids Helpline 1800 55 1800.

Our principles

    ✓ Fair — we hear all sides.
    ✓ Confidential — only the people who need to know are involved.
    ✓ Trauma-aware — we handle sensitive matters with care.
    ✓ Free — you never pay to make a complaint.
    ✓ Accessible — email, in-app, or via /contact.
    ✓ Retaliation-free — you will never be punished for raising a concern in good faith.

Our 5-step process

1
Tell us

Email safety@stillhereyouths.org, use the in-app report button, or write to us via /contact. Share what happened, when, and how it affected you. You can stay anonymous.

2
Acknowledgement

A human on our team acknowledges your complaint within 48 hours (business days) and lets you know who is handling it.

3
Investigation

We review the facts, talk to anyone involved with care, and check our records. Sensitive matters are handled by a senior team member.

4
Outcome

We tell you the outcome and any actions taken (removal, warnings, suspension, ban, referral, policy change). We aim to close simple matters within 14 days and complex matters within 30 days.

5
Escalation

If you're not satisfied, you can escalate externally — see below.

Where to send it

External escalation

If you'd rather not go through us, or you're not satisfied with our response, you can go directly to:

eSafety Commissioner

Cyberbullying, image-based abuse, illegal or restricted online content, adult online abuse.

www.esafety.gov.au/
Office of the Australian Information Commissioner (OAIC)

Privacy concerns under the Privacy Act 1988 (Cth).

www.oaic.gov.au/
Australian Human Rights Commission

Discrimination and human-rights concerns.

humanrights.gov.au/
State/Territory Child Protection

Concerns about a child's safety or wellbeing.

www.aihw.gov.au/reports/child-protection/child-protection-agency-contacts
Police (000 or 131 444)

Anything involving criminal conduct or immediate danger.

www.police.gov.au/

Last reviewed: July 2026. This process aligns with the National Principles for Child Safe Organisations (Principle 6: complaints processes are child-focused).