Complaints and feedback
If something is not right, we want to hear about it. Raising a complaint will never affect the supports you receive.
You have the right to complain
You can complain about anything: a support worker, a decision, a roster, the way we communicated, or something you felt was unsafe. You can complain yourself, or ask a family member, friend, advocate or support coordinator to do it for you. You can do it anonymously if you prefer, though that limits how we can follow up with you.
How to tell us
- Phone 1800 978 707 or 0431 374 528
- Email info@lovingcareds.com
- Tell any Loving Care worker — they are required to pass it on
- Use the enquiry form and tell us it is a complaint
If you need an interpreter, call the Translating and Interpreting Service on 131 450. If you are deaf or have a hearing or speech impairment, use the National Relay Service at accesshub.gov.au. If you would like an independent advocate, you can find one through the Disability Advocacy Finder.
What happens next
- We acknowledge it. If you provide contact details, we will confirm we have received your complaint within 2 business days.
- We look into it. We will talk with you about what happened and what you would like to see done. You can have a support person with you at any point.
- We tell you the outcome. In writing if you want it in writing, and in a format that works for you.
- We fix what caused it. Complaints are recorded and reviewed so the same thing does not happen again.
Our Manager oversees complaints. We aim to resolve complaints within 30 calendar days. If a matter takes longer, we will explain why, tell you when to expect the next update, and keep you informed until there is an outcome.
If you are not happy with our response
You do not have to come to us first, and you can go to the regulator at any time.
NDIS Quality and Safeguards Commission — the independent body that handles complaints about NDIS providers.
- Website: Report an issue to the NDIS Commission
- Phone: 1800 035 544
For complaints about how we handled your personal information, see our privacy page, which explains how to escalate to the Office of the Australian Information Commissioner.
Feedback that is not a complaint
Compliments and suggestions are just as useful. If a worker did something well, telling us helps us keep doing it.