Complaints & Feedback in Aged Care

Complaints & Feedback in Aged Care

You have the right to speak up

At Heart 4 Care, we believe you should feel safe, respected and heard — whether you’re receiving in-home care, coordinating NDIS support, organising disability care or considering residential aged-care in Queensland. The Aged Care Quality & Safety Commission (ACQSC) has a simple message: if something isn’t right, you can raise a complaint or give feedback — and it’s safe and easy to do.

Why it matters

When you speak up:

  • It helps ensure your care meets the standards of safety, dignity, quality and respect.
  • It helps providers improve – your experience can make a difference for others.
  • It reinforces your rights and protections under the new aged care laws.

Whether you’re receiving in-home support, disability care, looking for aged care in Queensland or needing support coordination, knowing how the complaints and feedback process works gives you confidence and control.

What you can do — how to raise a concern

Step 1: Think about talking to the provider first

  • If it’s safe and you feel comfortable, start with your service provider. Many things are resolved more quickly that way.
  • If you prefer or if things aren’t improving, you can contact the ACQSC directly.

Step 2: Choose how you want to raise it

You have options:

  • Open complaint – you share your name, get updates, can participate.
  • Confidential complaint – you share your name, but the provider may not.
  • Anonymous complaint – you don’t share your name; you may not get updates.

Step 3: Be prepared

When you’re ready to make a complaint or give feedback:

  • Write down what happened: dates, places, names, what you want changed.
  • Think about what outcome you’d like (e.g., apology, changes in support, improved communication).
  • Ask for help if you need it — from a family member, friend, supporter or advocate.

Your rights and protections

  • You cannot be treated differently for making a complaint — the law protects you.
  • If something goes wrong, you can speak up without fear. Your voice matters.
  • The Commission will listen, assess and respond fairly to your concern.

What we do at Heart 4 Care

At Heart 4 Care, our commitment to respectful, quality support means:

  • We encourage you to speak up from day one and will assist you if you ever feel unsure.
  • We review our services, listen to feedback and use it to improve how we deliver in-home care, disability care, support coordination and aged-care in Queensland.
  • We work with you to understand your preferences, your culture, your background and the kind of care experience you want.

If you’d like to talk about how you can raise concerns, or how we make sure your voice is central in your care journey, feel free to visit our Our Services page or contact our friendly team via Contact Us.

If you or someone you care for needs support, and you’d like a partner who genuinely listens and acts — our friendly Heart 4 Care team can help. Contact us today.

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