Feedback and Complaints
We welcome feedback, compliments, and complaints from anyone who uses or interacts with our services.
This includes:
Your feedback helps us improve the quality, safety, and effectiveness of our services.
Anyone can make a complaint at any time.
You can also choose to make a complaint anonymously.
Making a complaint will not affect the services or support you receive from us.
How to provide feedback or make a complaint
You can contact us in any of the following ways:
If you need assistance to make a complaint, we can help you access communication support, interpreters, or independent advocates.
What happens when we receive a complaint
When a complaint is received we will:
If you are not satisfied with our response
If you are not satisfied with how we have handled your complaint, you may raise the matter with the relevant independent authority.
Examples include:
NDIS participants
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
https://www.ndiscommission.gov.au/about/complaints
Aged care clients
Aged Care Quality and Safety Commission
Phone: 1800 951 822
https://www.agedcarequality.gov.au/making-complaint
Health services
You may also contact your relevant state or territory Health Care Complaints Commission.
If you are unsure who to contact, we can help you find the appropriate organisation.
Accessibility and supportComplaints can be made in any language.
If required, we can assist with:
Privacy
Information provided through this feedback process will be handled in accordance with our Privacy Policy and relevant Australian privacy laws.
This includes:
- NDIS participants
- aged care clients
- private clients
- corporate health and workplace program participants
- family members and carers
- support coordinators and referrers
- staff and other stakeholders
Your feedback helps us improve the quality, safety, and effectiveness of our services.
Anyone can make a complaint at any time.
You can also choose to make a complaint anonymously.
Making a complaint will not affect the services or support you receive from us.
How to provide feedback or make a complaint
You can contact us in any of the following ways:
- Phone: 1300 380 694
- Email / Online: Submit a form below
- In person: Speak with any member of our team.
- You can also ask a family member, carer, advocate, support worker, or workplace representative to make a complaint on your behalf.
If you need assistance to make a complaint, we can help you access communication support, interpreters, or independent advocates.
What happens when we receive a complaint
When a complaint is received we will:
- acknowledge the complaint within 2 business days
- review the issue and speak with those involved where appropriate
- work with you to resolve the concern
- keep you informed about the progress of the complaint
- aim to resolve the complaint within 21 business days
- an explanation or clarification
- an apology
- service improvements
- staff training
- changes to procedures
- referral to another provider if appropriate
If you are not satisfied with our response
If you are not satisfied with how we have handled your complaint, you may raise the matter with the relevant independent authority.
Examples include:
NDIS participants
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
https://www.ndiscommission.gov.au/about/complaints
Aged care clients
Aged Care Quality and Safety Commission
Phone: 1800 951 822
https://www.agedcarequality.gov.au/making-complaint
Health services
You may also contact your relevant state or territory Health Care Complaints Commission.
If you are unsure who to contact, we can help you find the appropriate organisation.
Accessibility and supportComplaints can be made in any language.
If required, we can assist with:
- interpreters
- advocates
- communication supports
Privacy
Information provided through this feedback process will be handled in accordance with our Privacy Policy and relevant Australian privacy laws.
