Every person who is part of our community, whether you attend a SMART Recovery meeting, facilitate one, volunteer with us, or work with us as a member organisation, deserves to be heard and treated with respect. We welcome your feedback, and if something hasn't gone the way it should have, we want to know so we can put it right.
Share Your Feedback
We'd love to hear what's working well, and what could be better. Positive feedback helps us recognise great facilitators and effective programs, and constructive feedback helps us keep improving.
You can share feedback with us at any time:
- Email: smartrecovery@srau.org.au
- Online: click here
- Phone: +61 9373 5100
- In writing, to:
SMART Recovery Australia
Yirranma Place
262 Liverpool St, Darlinghurst NSW 2010.
Making a Complaint
If you're not satisfied with an experience involving a SMART Recovery meeting, a training course, a facilitator, a volunteer, or a member organisation, you have the right to raise it with us. This applies whether you're a participant, a facilitator, a volunteer, a staff member, a member organisation, or a member of the public.
If your complaint is about a specific meeting, please click on the below button the meeting listing page:
You can make a complaint:
- Email: smartrecovery@srau.org.au
- Online: click here
- Phone: +61 9373 5100
- In writing, to:
SMART Recovery Australia
Yirranma Place
262 Liverpool St, Darlinghurst NSW 2010.
You can also ask someone you trust, such as a support person, family member, or another facilitator, to help you make a complaint or to make it on your behalf. Raising a complaint will never affect your access to SMART Recovery meetings or support.
What Happens After You Complain
- We acknowledge it. You'll hear from us within 3 business days of raising a complaint.
- We check for any immediate safety concerns. If there's a risk of harm, we act on that first.
- We direct it to the right team. Depending on what your complaint involves (a meeting, training, a facilitator, a volunteer, or a member organisation), it's handled by the team best placed to look into it.
- We investigate and respond. Most complaints are resolved within 10 business days. If a matter is more complex, we'll let you know and keep you updated on timing.
- We record and learn from it. Every complaint is logged so we can identify patterns and improve our services over time.
- We follow up with you, to make sure you're satisfied with how it was handled.
Complaints About the Yarn SMART Program
If your complaint relates to the Yarn SMART program, it will be directed to the YarnSMART team, who will manage it in a way that's culturally safe and appropriate.
If You're Not Satisfied With the Outcome
If you feel your complaint hasn't been resolved appropriately, you can ask for it to be escalated for further review. Complaints of a serious nature, or those involving risk to someone's safety, may be referred to our Chief Executive Officer and, where appropriate, our Board.
If you remain unsatisfied after escalating with us directly, you may also raise a concern about our conduct as a registered charity with the Australian Charities and Not-for-profits Commission (ACNC) at acnc.gov.au.
If You Need Support Right Now
If you're in crisis or need help immediately, please don't wait for a response from us. These services are free, confidential, and available now:
- Emergency services: 000
- Lifeline (24/7 crisis support): 13 11 14
- National Alcohol and Other Drug Hotline (24/7): 1800 250 015