Complaints and feedback
We want to hear from you — whether something has gone well or something is not right. Feedback and complaints help us improve, and you can raise a concern without worrying that it will affect your care. We handle every complaint fairly, confidentially, and without retaliation. This aligns with Aged Care Quality Standard 6, Feedback and Complaints
How to raise a complaint or give feedback
You can contact us in whatever way suits you.
What happens when you contact us
We acknowledge your complaint
Within 24 hours or one business day, whichever is longer. If you raise it verbally, we acknowledge it verbally unless you ask for written confirmation.
We investigate fairly and impartially
A team leader looks into it fairly and impartially, gathers what they need to understand what happened, and identifies anything we should change. Where a complaint involves a serious incident, our Quality and Compliance Manager handles the investigation.
We tell you the outcome
In writing within 10 days. If the matter is complex and needs more time, we let you know the new timeframe.
If you are not satisfied
If we cannot resolve your complaint at first contact, you can ask us to escalate it to the Service Manager, then to our executive leadership, and if needed to the Board. You can also contact an external body at any time — you do not have to go through us first.
External review and advocacy
You can raise a complaint, or get independent advocacy and support, through:
Aged Care Quality and Safety Commission (ACQSC)
Older Persons Advocacy Network (OPAN)
Frequently asked questions
How do I make a complaint to Supported Home?
You can raise a complaint in person, in writing, by phone or by email, or anonymously. Call (07) 3517 0808 or email hello@supportedhome.com.au. We acknowledge complaints within 24 hours or one business day, whichever is longer, and aim to resolve them within 10 days.
Can I make a complaint without giving my name?
Yes. You can make an anonymous complaint. No customer or staff member will face retaliation for raising a concern.
What if I am not happy with the outcome?
You can escalate within Supported Home, and you can contact an external body at any time: the Aged Care Quality and Safety Commission on 1800 951 822, or the Older Persons Advocacy Network (OPAN) on 1800 700 600.