Feedback and Complaints Guidelines

1. Your voice matters

At Carer Solutions, we are committed to delivering high-quality, person-centred services. Your feedback, whether it is a compliment, a suggestion or a complaint, helps us understand what we are doing well and where we can improve.

This guide explains how you can provide feedback or make a complaint, and what to expect from us.

2. Who can provide feedback and make a complaint

Anyone can give feedback, including:

• Partners (people who use our services)
• Family members or friends
• Guardians, support workers or advocates
• Members of the public

You can also ask someone to submit feedback on your behalf.

3. How to provide feedback or make a complaint

You can contact us in the way that works best for you:

Phone: 1300 729 839
Email: compliance@carersolutions.com.au
Online: carersolutions.com.au/contact
Mail: Level 1, 2 Macquarie Street, Prahran, 3181.

We welcome feedback in any format and can assist if you need support or an interpreter to communicate with us.

4. What happens when you make a complaint

We follow a clear five-step process:

1. 1. Receiving your complaint
      We will acknowledge your complaint within:
      • 2 business days for standard complaints
      • 1 business day if it involves a serious incident
      We record all complaint details, including involved parties, issue summary, initial actions taken, next steps, and contact information, in a secure database.
   2. Assessing the issue
      Your complaint will be reviewed and assigned to the appropriate team. If it involves a risk to health, safety or a reportable incident under NDIS rules, we will follow our Incident Management process and notify the relevant authorities if required.
   3. Investigating
      We will gather the facts, speak to those involved, and keep you informed throughout the process.
   4. Resolving the complaint
      We aim to resolve complaints fairly. This may include:

• • • • Explaining what happened
      • Making changes to services or policies
      • Providing training to CS staff
      • Offering an apology
      • Notifying a regulatory body if required
  5. Closure and follow-up
     We will let you know the outcome and, where needed, follow up to ensure the issue has been resolved.

5. What if you are not happy with the outcome

If you are not satisfied with how your complaint is handled, you can request an internal review by emailing compliance@carersolutions.com.au. If you remain dissatisfied, you can contact an external agency, such as:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au

Other options include:
• Commonwealth Ombudsman: 1300 362 072
• Ombudsman in your state
• Disability Services Commissioner (VIC): 1800 677 342

Need help with communication?
• Translating and Interpreting Service (TIS): 131 450
• National Relay Service: 1800 555 660

6. How we use your feedback

All feedback is valuable.

• Compliments are passed on to staff to recognise their great work
• Suggestions are reviewed to improve our services
• Complaints help us identify issues and make changes

We securely record and review all feedback to identify trends and improve how we support our community.

7. Contact us

If you have any questions, please contact us at 1300 729 839 or email compliance@carersolutions.com.au

To view the full policy please click here