Last updated: 28 August 2026

Carers Heart welcomes complaints, concerns, compliments and suggestions.

Feedback helps us understand what is working, identify problems and improve the quality and safety of our supports.

You have the right to make a complaint without fear that your services will be reduced, withdrawn or negatively affected.

1. Your Right to Speak Up

You may make a complaint about:

• The quality or safety of a support

• The conduct of a worker

• Communication or service coordination

• A decision made by Carers Heart

• Privacy or confidentiality

• Fees, invoices or service records

• An incident or risk

• Discrimination or unfair treatment

• A delay or failure to respond

• Any other part of your experience with Carers Heart

You do not need to prove that something went wrong before raising a concern.

2. Who Can Make a Complaint?

A complaint may be made by:

• A participant

• A family member

• A carer

• A nominee or guardian

• An advocate

• A support coordinator

• A worker

• A member of the public

• Another person acting with appropriate authority

You may ask someone you trust to help you make or manage a complaint.

3. How to Make a Complaint

You may make a complaint:

• By phone

• By email

• Through our website contact form

• In writing

• In person

• Through an advocate or representative

• Anonymously, where practical

You do not need to use formal language. Simply explain what happened, why you are concerned and what outcome you would like.

Carers Heart contact details

Phone: 0433 315 666
Email: [TEMPORARY EMAIL — TO BE CONFIRMED]
Location: Bella Vista, New South Wales
Online form: [INSERT COMPLAINT OR CONTACT PAGE LINK]

4. Information That May Help

You may choose to provide:

• Your name and contact details

• The name of the participant involved

• What happened

• When and where it happened

• Who was involved

• Any steps already taken

• The outcome you would like

• Whether you need communication or accessibility support

You are not required to provide every detail before we begin considering your concern.

5. Anonymous Complaints

You may make a complaint anonymously.

We will consider an anonymous complaint based on the information available. However, being unable to contact you may limit our ability to:

• Confirm details

• Provide updates

• Ask further questions

• Explain the outcome

• Fully investigate the matter

You may use an advocate or representative if you do not wish to communicate with us directly.

6. What Happens After You Complain?

Carers Heart will:

1. Acknowledge your complaint

2. Check whether anyone is at immediate risk

3. Record the complaint securely

4. Explain the next steps

5. Identify any communication or accessibility support you need

6. Review the available information

7. Speak with relevant people where appropriate

8. Keep you informed about progress

9. Explain the outcome and any action taken

10. Tell you about available review or external complaint options

We will handle complaints as fairly, respectfully and promptly as possible.

7. Immediate Safety Concerns

If a complaint suggests that someone may be at immediate risk, Carers Heart will prioritise safety.

This may involve:

• Arranging immediate support

• Separating a worker from particular duties

• Contacting emergency services

• Notifying the NDIS Quality and Safeguards Commission

• Contacting police or another relevant authority

• Preserving information and records

• Following applicable incident-management procedures

For immediate danger or a serious emergency, call 000.

8. Fairness and Confidentiality

Complaints will be handled with procedural fairness.

This means:

• The complaint will be considered impartially

• Relevant people may be given an opportunity to respond

• Decisions will be based on available information

• Conflicts of interest will be identified and managed

• Reasons for decisions will be explained where appropriate

• Personal information will be shared only when reasonably necessary

Complete confidentiality cannot always be guaranteed, particularly where disclosure is necessary to investigate, protect someone from harm or meet legal obligations.

9. No Retaliation

Carers Heart will not retaliate against anyone for raising a genuine concern or complaint.

A participant’s supports will not be reduced, withdrawn or negatively affected because they:

• Made a complaint

• Supported another person to complain

• Contacted an advocate

• Contacted the NDIS Commission

• Participated in an investigation

• Reported a safety or quality concern

Any suspected retaliation should be reported immediately.

10. Communication and Accessibility

We want the complaints process to be accessible.

You may request:

• An interpreter

• Information in plain language

• Information in Korean

• Assistance from an advocate

• Support from a family member or trusted person

• A preferred communication method

• Additional time to provide information

• Reasonable communication adjustments

Please tell us what would make the process easier for you.

11. Advocates and Support People

You may involve an independent advocate or support person at any stage.

An advocate may help you:

• Understand your rights

• Explain your concern

• Attend meetings

• Review correspondence

• Request an outcome or review

• Contact an external organisation

We may ask for confirmation that a representative has authority to receive personal information or make decisions on your behalf.

12. Possible Outcomes

Depending on the complaint, possible outcomes may include:

• An explanation

• An apology

• Correction of information or records

• A change to communication arrangements

• A review of a support plan

• Rematching a support worker

• Additional worker training or supervision

• Changes to a policy or procedure

• A service-quality improvement

• Disciplinary action

• Referral to an external authority

• No further action where the complaint cannot be substantiated

We will explain the outcome while respecting the privacy and employment rights of other people.

13. If You Are Not Satisfied

If you are dissatisfied with the outcome, you may ask Carers Heart to review the decision.

Where practical, the review will be completed by someone who was not responsible for the original decision.

You may also contact an external organisation at any time. You do not have to complete Carers Heart’s internal process first.

14. NDIS Quality and Safeguards Commission

You may contact the NDIS Quality and Safeguards Commission about the quality or safety of NDIS supports or services.

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
TTY: 133 677
National Relay Service: 1800 555 660
Website: www.ndiscommission.gov.au
Online complaint form: www.ndiscommission.gov.au/complaints

If you need an interpreter, you may contact the Translating and Interpreting Service on 131 450 and ask to be connected to the NDIS Commission.

15. Privacy Complaints

If your concern relates to personal information or privacy, please refer to our Privacy Policy.

You may also contact the Office of the Australian Information Commissioner.

Office of the Australian Information Commissioner
Phone: 1300 363 992
Website: www.oaic.gov.au

16. Records and Privacy

Carers Heart will keep appropriate records of:

• The complaint

• Communication with the complainant

• Information considered

• Risk and safety actions

• Decisions and reasons

• The outcome

• Corrective or improvement actions

Complaint records will be handled securely and retained in accordance with applicable legal, regulatory and organisational requirements.

17. Using Feedback to Improve

Complaints and feedback may be reviewed to identify:

• Repeated concerns

• Service-quality issues

• Training needs

• Communication problems

• Safety risks

• Required policy changes

• Opportunities to improve participant experience

Where appropriate, improvement actions will be assigned, monitored and reviewed.

18. Compliments and Suggestions

You may also contact us to:

• Recognise a worker

• Tell us what is working well

• Suggest a new activity or program

• Recommend an improvement

• Share general feedback

Compliments and suggestions are recorded separately from complaints and may be shared with relevant workers or teams.

19. Contact Us

To make a complaint, provide feedback or ask about this policy, contact:

Carers Heart Pty Ltd
Phone: 0433 315 666
Email: [TEMPORARY EMAIL — TO BE CONFIRMED]
Location: Bella Vista, New South Wales
Contact page: [INSERT CONTACT PAGE LINK]

20. Review of This Policy

Carers Heart may update this policy when services, internal procedures, NDIS requirements or legal responsibilities change.

The current version will be published on this website with an updated revision date.