Care Access Feedback and Complaint Procedure

We Value Your Feedback and Complaints

At Care Access, your feedback—whether positive or negative—is essential to help us improve our services and ensure your safety and satisfaction.

Who can provide feedback or complaints?

Everyone involved with Care Access services, including participants, their families, workers, and other providers, are encouraged to share their experiences.

How can you provide feedback or make a complaint?

  • In person: Speak to any Care Access staff member, including our Operations Manager or Director.
  • By phone: Call our dedicated feedback line at 1300 063 420.
  • Online: Fill out our feedback or complaint form here:
    Online Complaint & Feedback Form
  • By post: Write to us at:
    Attn: The Operations Manager
    Suite 3, Level 1, 150 Chestnut Street,
    Cremorne, Victoria 3121

What happens when you make a complaint?

  • We listen carefully and treat your concerns respectfully, taking into account your individual, cultural, and language needs.
  • You can choose to have an independent advocate help you with your complaint.
  • Complaints are handled confidentially and fairly, following principles of procedural fairness and natural justice.
  • We aim to respond within 24 hours and keep you informed about the progress of your complaint.
  • If you are not satisfied with the outcome, you may escalate your complaint to third parties such as the NDIS Quality and Safeguards Commission or relevant state authorities.
  • There is no risk of reprisal, discrimination, or disadvantage for anyone who makes a complaint.
  • All complaints and feedback are documented and used to improve our services, staff training, and policies.

Need to complain about your NDIS plan or the NDIA?

You can also contact the following agencies directly:

  • National Disability Insurance Scheme (NDIS):
    Phone: 1800 800 110
    Email: feedback@ndis.gov.au
  • NDIS Quality & Safeguards Commission:
    Phone: 1800 035 544
    TTY: 133 677

Our Commitment

Care Access is committed to making the complaint process as straightforward and supportive as possible. We use the “Four A’s” approach when resolving complaints:

  • Acknowledgment: We genuinely listen and acknowledge your concerns.
  • Answers: We provide clear, factual explanations relevant to your complaint.
  • Action: We take timely actions to address and resolve the issue and prevent recurrence.
  • Apology: We offer sincere apologies where appropriate to acknowledge the impact of the issue.