Concerns / Complaints Handling System

We aim to provide an avenue for open communication where concerns can help provide a higher quality service.We encourage you to express your complaints and concerns as:

  • It helps us provide you better service
  • It will ensure we are aware of problems that need to be addressed
  • We have a right to know any breeches that will affect any of our stakeholders
  • It allows us to respond to issues raised by individuals making complaints in a timely and cost-effective way
  • It can boost participant/family confidence in our administrative process
  • It provides information to be used by us to deliver quality improvements in our services, supports, roles and complaints handling process

This policy provides guidance to our staff and participants/families who wish to make a complaint on the fundamental principles and concepts of our complaint management system. We will address your concern as soon as possible. Staff and management are firmly committed to your right to complain and every effort will be made to protect you from any repercussions, reprisals or victimisation that may occur.

Australia’s Leading Home Care Agency will create an environment where complaints and concerns, compliments and suggestions are welcomed and viewed as an opportunity for acknowledgement and improvement. This process is to ensure that individuals have the right to make complaints and are encouraged to exercise their right in a blame-free and resolution-focused culture, respecting an individual’s right to privacy and confidentiality.

It is acknowledged that all comments and complaints are vital to review internal performance and processes and to develop continuous improvement of services as we seek to achieve our care commitment.

Participants/families, families, advocates or other stakeholders may submit Complaints and Feedback Form regarding Australia’s Leading Home Care Agency’s supports, services, staff, or contractors. The participants/families can be provided information in Easy Read format if required.

It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.

Australia’s Leading Home Care Agency maintains that complaints and feedback can be managed effectively through:

  • implementing an open and transparent complaint handling system
  • observing the principles of natural justice and compliance with relevant mandatory reporting under Australian law
  • committing to the right of stakeholders to complain either directly or through a representative
  • undertaking procedural fairness to reach a fair and correct decision
  • taking reasonable steps to inform the complainant of the NDIS commission complaints process, including the use of various communication means, e.g. oral and written
  • maintaining complete confidentiality and privacy
  • abiding by the NDIS Code of Conduct
  • training staff in our complaint process and the rights of all stakeholders to complain
  • considering all complaints seriously and respectfully
  • advising participants/families and staff members of their right to complain
  • staff will be trained in complaint handling during assessments and orientation
  • guidance regarding the complaint process is outlined in the welcome information provided to our participants/families
  • provision of support for people who may need assistance to make a complaint
  • protection of complainants against retribution or discrimination
  • prompt investigation and resolution of complaints
  • communicating and consulting with participants/families, family and advocates during the complaints process and providing feedback and resolutions
  • interpretation and application of policies and processes
  • providing opportunities for all parties to participate in the complaint resolution process
  • accepting Australia’s Leading Home Care Agency and staff accountability for actions and decisions taken due to a complaint
  • committing to resolve problems at the point of service or through referral to alternatives
  • committing to use complaints as a means of improving planning, delivery and review of services through our continuous improvement processes
  • referring complaints and feedback into our Continuous Improvement Policy and Procedure
  • auditing annually the Complaints and Feedback Policy and Procedure.

How to Express Your Concerns / Complaints


  • Discuss the nature or issue of concern directly with your Carer/Educator/Worker or a Staff member at the agency (phone 03 9576 7000)


  • Lodge a written complaint online here (see bottom of page)

Please consider the following points

  • Nature or issue of concern
  • Names of individuals concerned
  • How do you see this situation being improved or resolved

An Informal Concern

  1. Will be recorded by an Agency Staff Member in the confidential notes area of your profile.
  2. The Agency Staff Member will
    1. listen to your concerns and discuss possible solutions.
    2. exercise the determined solutions.
    3. inform you of the outcome.
    4. record the outcome in the confidential notes area of your profile.
    5. diarise to contact you at a specified time to follow up on the long term results.

A Formal Concern

  1. Will be recorded by the Complaints Manager in the confidential notes area of your profile.
  2. Depending on the nature of the concern it will be addressed in one of the following ways
    • The Complaints Manager
      • will personally contact you and follow steps 2.1-5 as previously listed.
      • will bring the concern to the office staffs attention at our weekly staff meeting to discuss a solution then the Director will follow steps 2.1-5 as listed above.
      • may choose to respond via mail or email.
      • may choose to forward the issue to an independent party for comment and may respond via mail or email.
    • Any criminal or child protection matters will be referred to the relevant authorities.

All concerns will be taken seriously and individuals treated with respect. All complaints will be treated as confidential, unless your name is required by law.If you feel the concern / complaint requires further attention after either informal or formal action has been taken, you may choose to contact the:

Dispute Settlement Centre

Address: 4/456 Lonsdale Street, Australia 3000 (GPO BOX 4113)
Phone: 9603 8370 (Free call, STD areas only – 1800 658 528) DSS

The Commonwealth Ombudsman

Phone: 1300 362 072 (toll free)
The Ombudsman will not usually look into a complaint unless the matter has first been raised directly with the department.

Make a Complaint