Information on how to raise a complaint, concern or provide feedback regarding SafeShield.
SafeShield values feedback and takes complaints seriously.
We aim to handle complaints fairly, respectfully and proportionately while working towards an appropriate outcome.
Concerns about the quality, availability or delivery of SafeShield services.
Concerns regarding behaviour, communication or professional conduct.
Concerns about information, resources or published content.
Concerns regarding how organisational processes have been applied.
Complaints should include enough information for the issue to be understood and reviewed.
Where possible, include dates, relevant details and any supporting information.
SafeShield aims to review all complaints objectively, fairly and confidentially where appropriate.
Complaints may be reviewed by relevant team members and, where necessary, escalated to senior personnel for further consideration.
SafeShield aims to acknowledge complaints within a reasonable timeframe.
Response times may vary depending on complexity, available information and operational capacity.
Some complaints may require additional investigation before a final response can be provided.
If a complainant believes a concern has not been handled appropriately, they may request a further review.
Requests for review should explain why the original outcome is being challenged and provide any additional information.
SafeShield may decline to investigate complaints that are abusive, threatening, vexatious, repetitive or clearly malicious.
Action may also be taken where complaints are used to harass, intimidate or disrupt SafeShield operations.
SafeShield may review and update this Complaints Procedure from time to time to reflect changes in operations, governance, guidance and legal requirements.
The latest version will always be published on this page.
If you would like to submit a complaint, concern or feedback, please contact SafeShield using the available contact methods.
This Complaints Procedure was last updated in June 2026.