Carers Queensland recognises that customers may need to notify the organisation of a complaint if a service, product, decision or action fails to meet their expectations or standards.
All clients and carers have the right to call on an advocate of their choice to present any complaints they may have to assist them through the complaints resolution process.
If clients, carers, their advocates or any other persons are concerned about any aspect of Carers Queensland service delivery, they are encouraged to approach the relevant Carers Queensland staff member in the first instance.
No service discontinuation, refusal of access or any other recrimination will take place against the person making a complaint.
Carers Queensland is committed to treating complaints promptly, fairly, equitably, confidentially and professionally. Complaints are accepted and managed with a view to improving our services, products, decisions and actions in an effort to increase satisfaction for our customers.
Therefore Carers Queensland will record, monitor, collate and analyse trends in complaints so that this information can be used to improve our service provision.
All persons making a complaint, who are receiving a service funded under the Commonwealth HACC Program, are to be provided with the Charter of Rights and Responsibilities for Home Care.
Receipt of the complaint will be acknowledged to the complainant in writing.
All complaints will be provided to the Chief Executive Officer within 24 hours of being received.
The complaint will be investigated and responded to within 28 days, and complainants will be advised of the outcome in writing.
Lodge a complaint
Complaints can be made anonymously, be provided in writing by the complainant or transcribed by the staff member taking the complaint.
When making a complaint, please include your name, address and telephone number, unless you wish to remain anonymous.
Please include full details of the incident or issue including:
- Dates (where appropriate)
- Any information you believe would assist us to understand and investigate your complaint further
- Your desired solution outcome
There are a number of ways you can contact Carers Queensland to make a complaint:
- Contact the Team Leader at your closest regional office
- Telephone the Carer Advisory Service on 1800 242 636
- Complete the Complaints Form below
- Write to the Chief Executive Officer, PO Box 179 Holland Park, QLD 4121
Where the complaint is not resolved to the satisfaction of the carer or client, and is in regards to a Commonwealth funded HACC service, the carer, client or advocate has the right to escalate the complaint to the Department of Social Services via the following:
- Telephone 1800 550 552
- Complete the Department of Health Form online form
- Write to Aged Care Complaints Scheme
Department of Social Services
GPO Box 9820
BRISBANE QLD 4000
Complaints and the NDIS
The National Disability Insurance Agency (NDIA) welcomes feedback, including complaints. The agency believes people have a right to speak up as it helps it to see what works, what doesn’t and where the agency can make improvements to products and services.
Read the full NDIA Feedback and Complaints policy here.