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Feedback and complaints

If you have any suggestions about how we can improve our service, we’d love to hear them

Sonder values your feedback and welcomes compliments, suggestions and complaints to help us to improve our services.

You can provide feedback about any Sonder or headspace services and other organisational areas.

We respond to feedback directly to resolve issues in a timely manner and will keep you up to date on any actions we are taking as a result of your feedback.

Download our Feedback Brochure

How to give feedback or make a complaint

Feedback can be provided in a number of ways:

Submit feedback

What to expect from the process

  • We will receive your feedback or complaint in good faith and you will not be disadvantaged in any way as a result of making a complaint.
  • Any necessary actions to resolve the issue will be carried out to the best of our ability and we will always work with you to try and find a satisfactory resolution.
  • Feedback and complaints are treated respectfully and confidentially with the option to remain anonymous.
  • Depending on the nature of your feedback, the matter may be resolved immediately. If we need to make further enquiries, or your feedback relates to a more complex matter, it may take longer to resolve.
  • If you need assistance in making a complaint, we are able to help you and can organise an interpreter if you need one. You may also seek support from family, a friend or an independent advocate in making a complaint.
  • Sonder uses and discloses personal information for the purpose for which it was collected. Please refer to Sonder’s Privacy Policy for details.  We will maintain the confidentiality of your enquiry and only involve relevant Sonder staff as required to resolve any issues.

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