Complaints and Feedback Policy
We are committed to a safe, transparent, and trustworthy platform. You can raise concerns without fear of reprisal, and we follow clear complaint handling timelines.
Important: No one will be penalised or discriminated against for making a complaint in good faith.
How to Make a Complaint or Provide Feedback
You can submit a complaint or feedback through any of the following methods:
- Online form: Submit a complaint or feedback via our contact form
- Email: [email protected]
- Phone: Call us during business hours (Mon-Fri, 9am-5pm AEST)
What Happens After You Submit a Complaint
- Acknowledgement: We will acknowledge your complaint within 2 business days
- Investigation: We will investigate the matter and may contact you for additional information
- Resolution: We aim to resolve all complaints within 30 days
- Outcome: We will inform you of the outcome and any actions taken
If You're Not Satisfied with Our Response
If you are not satisfied with how we handled your complaint, you can escalate it to:
Aged Care Complaints
Aged Care Quality and Safety Commission
Phone: 1800 951 822
Website: agedcarequality.gov.au
NDIS Complaints
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: ndiscommission.gov.au
Incident Reporting
If you need to report a serious incident involving abuse, neglect, or safety concerns, please use our contact form and select "Report a safety concern or incident" or "Whistleblower disclosure".
We will refer reportable incidents to the Aged Care Quality and Safety Commission as required under the Aged Care Act 2024.
What is a Reportable Incident?
Reportable incidents include:
- Physical or sexual assault
- Emotional or psychological abuse
- Neglect or abandonment
- Financial abuse or exploitation
- Unexplained serious injury
- Unlawful use of force or restraint
- Misuse of restrictive practices
How We Use Complaints Data
We keep confidential records of all complaints and feedback. We use this information to:
- Improve our platform and services
- Identify and address systemic issues
- Monitor provider quality and safety
- Comply with regulatory reporting requirements
Your Rights
For more information about your rights as an aged care consumer, see our Statement of Rights.