Complaints
If something is not right, tell us.
You are allowed to complain. Good care depends on people telling us what is not working.
How to raise it
Call 0426 533 700 and ask to speak to the person responsible for care. Or email [email protected] with the word "concern" in the subject. If you would rather write it down, ask us for another way to receive it.
What happens next
We listen, write down what you told us, and tell you what we will do. If we need time to look into it, we agree a date to come back to you. We do not retaliate or reduce care because you raised a concern.
If you are not satisfied
You can contact the external body that covers your care:
- Aged care: Aged Care Quality and Safety Commission, 1800 951 822.
- NDIS: NDIS Quality and Safeguards Commission, 1800 035 544.
- Privacy: Office of the Australian Information Commissioner, 1300 363 992.
- Emergency: Call 000.
These are the official complaint routes. You do not need our permission to use them.
Phone numbers and complaint pathways should be checked against the current official websites before launch.
Would you rather talk it through?
Call us. A concern is easier to fix early, and we would rather hear it from you.