Feedback, Compliments and Complaints Policy

Anne is committed to providing quality care and support to all our Members. Your feedback, compliments, and complaints are important to us as they help us improve our services and ensure we meet your needs effectively.

Feedback

We welcome and appreciate all feedback from our Members. You can provide feedback via phone, email, or in writing. We will use your feedback to continually enhance our services and better meet your expectations.

Compliments

If you have had a positive experience with Anne, we would love to hear from you. Your compliments motivate us and help us recognise the efforts of our dedicated team members. Please feel free to share your compliments with us through any of the communication channels mentioned above.

Complaints

We take complaints seriously and view them as an opportunity to learn and improve. If you have a complaint about any aspect of our services, please bring it to our attention promptly. You can lodge a complaint via the Member Portal, by email to hello@anne.health, or in writing. We will investigate your complaint thoroughly and strive to address it in a timely and fair manner.

Confidentiality

All feedback, compliments, and complaints will be handled confidentially. We respect your privacy and will only share information on a need-to-know basis to address your concerns effectively.

Timelines

We aim to acknowledge receipt of your feedback, compliments, or complaints within 48 hours Monday to Friday 9am - 5pm. For complaints, we will provide you with updates on the progress of the investigation and the expected resolution timeframe.

Escalation

If you feel that your complaint has not been addressed satisfactorily, you can escalate it to the next level of management within Anne.

We thank you for taking the time to provide us with your feedback, compliments, and complaints. Your input is valuable in helping us maintain high standards of care and support for the transgender communities.