At Care Provisions, our purpose is to support people to live with dignity, choice, and independence. Your voice matters to us, and we welcome your feedback, compliments, and complaints.

We encourage feedback from the people we support, their families, carers, partner organisations, and members of the public. All feedback is taken seriously and handled through a respectful, values-based approach that aligns with our commitment to quality, safety, and continuous improvement.

info@careprovision.com.au

Fill our contact-form

Other Ways to Get in Touch

If you have a hearing or speech impairment, you can use the National Relay Service to contact Care Provisions:

• Speak and Listen:  0387322073 or 0452092289

• TTY:  0387322073 or 0452092289

• SMS Relay:  0387322073 or 0452092289

What Kind of Feedback Can I Provide?

You have the right to provide feedback or make a complaint about any part of our services. We value your input and use it to improve the way we support you.

You can contact us about:

• A service you receive
  Are services delivered in line with your needs and expectations?

• A member of staff

• How you were treated

• General feedback
  What are we doing well? Where can we improve?

How We Will Respond

When we receive your feedback or complaint, we will acknowledge it verbally or in writing.

The resolution process depends on the nature of the concern and the actions required. We aim to resolve all complaints as quickly and fairly as possible. Throughout the process, we will keep you informed of progress and, where appropriate, explain what steps we are taking to prevent the issue from happening again.

If we are unable to resolve your complaint, we will clearly explain why and inform you of your options to escalate the matter. Please note that complaints submitted by post may take longer to acknowledge.

Is My Complaint Private?

Yes. Your privacy and confidentiality are important to us.

You may choose to remain anonymous when providing feedback or making a complaint. Care Provisions aims to resolve concerns at the local level wherever possible. If you do not feel comfortable speaking with your support worker or local manager, you can let us know, and we will arrange an alternative contact person.

Information will only be shared with those who need to know in order to resolve the issue.

How Else Can We Help?

If you need support to make a complaint, Care Provisions can assist you through the process.

If you prefer not to raise your complaint with Care Provisions, we can also support you to contact an external organisation, including but not limited to:

• NDIS Quality and Safeguards Commission

• Aged Care Quality and Safety Commission

• Relevant State Ombudsman

• Human Rights Commission

• Australian Competition and Consumer Commission (ACCC)

Further guidance on our approach to complaints and feedback management and resolution can be found in the documents listed below:

Click here to download Feedback form

Click here to download Careprovisions AU agreement