Feedback, compliments and complaints can be lodged:

• Directly with a Home Carers Alliance staff member, either verbally or by providing a completed Feedback and Complaints Form
• By email to: [email protected]
• By phone on: 1300 214 751
• In writing to: PO Box 18058, Clifford Gardens QLD 4350 

Your complaint will be formally acknowledged within 2 working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 days from the date of acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.

Where required, Home Carers Alliance Staff and/or the General Manager will assist people making a complaint, or people with disability affected by a complaint, to contact the NDIS Commission or other complaints body.

Home Carers Alliance Staff and/or the CEO will also support people making or impacted by a complaint to contact an advocate (if they wish to do so) to support them through the feedback and complaints process.

All feedback and complaints will be used by Home Carers Alliance to continuously improve our service delivery.

Escalating Complaints to External Complaints Bodies

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Home Carers Alliance’s CEO, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544

Phone hours services are currently available Monday to Friday (excluding public holidays) between 9am – 5pm for all States and Territories (with the exception of the Northern Territory, available until 4:30pm).

Online: www.ndiscommission.gov.au/contact-us/makeacomplaint

More information is available via the ‘How to make a complaint about a provider’ webpage via the NDIS Commission’s website.

Australian Human Rights Commission

Phone: 1300 656 419 (National Information Service).

Phone hours services are currently reduced due to COVID-19 and are therefore only available between 10am and 1:30pm AEST, Monday to Friday.

Email: [email protected]

Online: AHRC Complaint Form or Online Complaint Lodgement

More information is available via the Australian Human Rights Commission website.

Australian Competition Consumer Commission (ACCC)

Phone: 1300 302 502

More information is available via the ACCC’s website.

Complaints About the NDIA

Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman. Complaints to the NDIA can be lodged by:

Phone: 1800 800 110

Email: [email protected].

Online: Complaint Form

Mail: GPO Box 700, Canberra, ACT, 2601

Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:

Phone: 1300 362 072

Online: Complaint Form