How to Make a Complaint or Give Feedback

You Have a Voice — We’re Here to Listen

At Heart 4 Care, your voice matters. Whether you or a family member is receiving in-home care, coordinating NDIS support, or using aged-care services in Queensland, you should feel safe, respected and heard. The Aged Care Quality & Safety Commission (ACQSC) makes it clear: if you’re worried about something, you can make a complaint or share feedback.

Talking to your provider first can often help solve things quickly and simply. But if you don’t feel comfortable doing that — or prefer to speak with someone else — the Commission is ready to help. Aged Care Quality and Safety Commission

How to Raise a Concern — It’s Safe and Supported

Here are the steps and options when you want to make a complaint or give feedback:

  1. Talking with the provider first

    • Sharing your concerns directly with the service provider may resolve things faster.
    • If that feels hard or doesn’t help, you can definitely come to the ACQSC.

  2. Open up feedback vs complaint

    • If you just want to raise a concern without beginning a formal complaint, you can offer feedback — it’s less formal and handled gently.
    • If you do want to make a complaint, that’s okay too. Your complaint could be open, confidential, or even anonymous, depending on what feels safest for you.

Making a Complaint — What You Should Know

When lodging a complaint, here’s how to make sure your concern is heard clearly:

  • Write down what happened: Include names, dates, where things occurred — the more specific, the better.
  • Stick to the facts: Emotions are valid, but clear facts help the Commission understand and investigate.
  • Be clear about what you want to happen: Maybe you wish for an apology, an explanation, or a change in how the service is delivered.
  • Ask for help: You don’t have to do this alone — you can bring a friend, family member, advocate, or supporter.
  • Use an advocate if needed: The Older Persons Advocacy Network (OPAN) offers free, confidential support. Call them on 1800 700 600.

Your Rights and Protections When You Speak Up

  • It’s safe to speak up — you can’t be punished or treated differently for raising a complaint.
  • The Aged Care Act 2024 provides whistleblower protections for people who report serious issues.
  • You can choose how to share your concern: open, confidential, or anonymous.
  • The Commission treats all these disclosures very seriously and fairly.

What the Commission Will Do

If you lodge a complaint:

  • They’ll acknowledge your complaint, often within 3 business days.
  • They’ll listen, ask clarifying questions, and understand your desired outcome.
  • They’ll assess the risk to any older person, and if there’s a serious risk, they can act quickly.
  • Depending on what you shared, they’ll work with both you and the provider to find a resolution.
  • If you made an open complaint, you’ll typically receive updates and can be involved throughout.

If your complaint is confidential or anonymous, the process is still taken seriously — though with anonymous complaints, they may not be able to provide updates.

Things the Commission Can and Can’t Do

They can help with:

  • Issues like care quality, safety, or whether a provider is meeting its legal obligations.
  • Respecting older people’s Statement of Rights, such as dignity, choice, and safe care.
  • Investigating communication problems, staff behaviour, and living environment concerns.

They can’t do:

  • Give legal advice, make health-care decisions, or act like a court.

  • Provide clinical treatment advice — that’s not their role.

  • Resolve matters if there’s a legal case already underway (like a court or inquest).

If they can’t help directly, they may refer you to other organisations (e.g., Department of Health or advocacy bodies).

What You Can Do Right Now

  • Think about whether your concern is a complaint or just feedback — both are valid.
  • Jot down notes: what happened, when, who was involved, what you’d like to see change.
  • Reach out for help: whether via a family member, advocate, or trusted friend.

  • If you decide to lodge a complaint, you can do it:

    • Online via the Commission’s web form
    • By phone: 1800 951 822
    • In writing: send a letter to GPO Box 9819 in your capital city.
  • Ask about language support or interpretation if you need it — the Commission can help arrange interpreters.

  • Expect to be treated with respect and to be protected — the law supports you raising serious concerns.

How Heart 4 Care Supports You

At Heart 4 Care, we’re committed to ensuring:

  • You always feel safe raising concerns — we will guide you through your options.
  • Your feedback or complaint doesn’t go unheard — we’ll support you in documenting and communicating it.
  • You have the option to bring a supporter, family member or advocate: someone who knows your situation and cares for you.
  • Your service is shaped by your voice — what you tell us matters, and we use concerns to improve how we deliver in-home care, disability support or aged-care services in Queensland.

If you’d like to talk through how to raise a concern — or want help making a complaint — visit our Our Services page or reach out via Contact Us

If you or someone you care for needs support, and you’re looking for a team that listens, acts and cares — our Heart 4 Care family is ready. Contact us today.

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