If you are unhappy with part of your experience on Careseekers, you can raise a complaint so the issue can be reviewed. This gives you a clear pathway to speak up if something has not gone as expected.
We want people using Careseekers to feel heard, respected and supported. If you have a concern, a complaint, or simply want to tell us about something that did not feel right, there are a few ways to contact us.
Ways to make a complaint
You can make a complaint by:
- calling 1300 765 465
- using the National Relay Service and asking for 1300 765 465
- completing the online complaint form
If you would rather share general feedback instead, you can also use the online feedback form.
What happens after you make a complaint
Once we receive your complaint, we look into it and take the appropriate next steps through our complaints process.
The most important thing is that you do not have to sit with a concern on your own. If something has happened that you are unhappy about, it is okay to raise it.
If you would rather not complain directly to us
You can also use an external complaints pathway.
This may feel like the better option if:
- you are not satisfied with the response
- you do not want to raise the complaint directly with us
- you would prefer an external body to review the issue
You can also ask a family member, friend or independent advocate to support you with the complaint process.
If you are an NDIS participant
If your complaint relates to NDIS-funded services, you can contact the NDIS Quality and Safeguards Commission by:
- calling 1800 035 544
- using TTY 133 677
- using the National Relay Service
- contacting the Translating and Interpreting Service on 131 450
- completing the NDIS complaint form
If you are receiving government-funded aged care
If your complaint relates to government-funded aged care services, you can contact the Aged Care Quality and Safety Commission by:
- calling 1800 951 822
- using the National Relay Service
- contacting the Translating and Interpreting Service on 131 450
- completing the online complaints form
- sending a letter to GPO Box 9819 in your capital city
If something feels unsafe
If your concern relates to safety, you can also report it through the incident reporting process.
If something feels serious or urgent, it is best to raise it as soon as possible so the right follow-up can happen quickly.
Frequently asked questions
Can I make a complaint by phone?
Yes. You can call 1300 765 465 to make a complaint.
Can I make a complaint online?
Yes. You can use the online complaint form.
Can someone help me make a complaint?
Yes. A family member, friend or independent advocate can support you through the process.
What if I do not want to complain directly to Careseekers?
You can use an external complaints process instead. The right one will depend on whether the support was NDIS-funded or government-funded aged care.
Who do I contact if my complaint is about NDIS-funded support?
You can contact the NDIS Quality and Safeguards Commission.
Who do I contact if my complaint is about government-funded aged care?
You can contact the Aged Care Quality and Safety Commission.
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