Feedback & Complaints
We want to hear from you. Feedback — good or bad — helps us provide better supports, and you have the right to make a complaint about any part of the service you receive from Careable.
Making a complaint will never affect the supports you receive.
How to give feedback or make a complaint
You can contact us in whichever way suits you:
- Phone: 1300 332 433 (1300 DECIDE)
- Email: cx@careable.com.au
- Post: Careable, 104/12 Ormond Boulevard, Bundoora VIC 3083
- In person: tell any Careable staff member, your team leader or care manager.
If your complaint is about a serious incident or someone’s immediate safety, call us on 1300 332 433 or, in an emergency, call 000.
You can make a complaint yourself, or ask a family member, friend, advocate or support coordinator to make it for you. You can also make a complaint anonymously, though this may limit what we can tell you about the outcome.
We will treat your complaint respectfully and keep information about it confidential. We will only share information with people who need it to investigate or resolve the complaint, where you have agreed, or where we are required or permitted by law to do so.
If you need an interpreter, Auslan, or information in Easy Read or another accessible format, tell us and we will arrange it at no cost to you.
What happens next
- We acknowledge your complaint within 2 business days and let you know who is handling it.
- We look into it. We may contact you for more detail and will keep you informed while we do so.
- We aim to resolve your complaint within 21 days. If it takes longer, we will tell you why and when to expect a response.
- We tell you the outcome, explain any action we will take where appropriate, and give you the opportunity to tell us whether you are satisfied with how your complaint was handled.
Complaints are overseen by a manager who is not directly involved in the matter wherever practicable. If a complaint concerns a senior manager or the Director, it will be escalated to another appropriate decision-maker or an external reviewer.
If a complaint is about a staff member, contractor or other person, we may need to tell them enough about the concern to give them a fair opportunity to respond. We will do this carefully and only share information that is necessary.
If your complaint raises concerns about abuse, neglect, violence, serious injury, a restrictive practice or another serious incident, we may need to take urgent safeguarding action and may have legal obligations to report the matter to relevant authorities, including the NDIS Quality and Safeguards Commission or police.
We record complaints in line with the NDIS (Complaints Management and Resolution) Rules 2018 and review them to identify and fix systemic issues.
If you are not satisfied
You do not have to complain to us first. You can contact the NDIS Quality and Safeguards Commission at any time:
- Phone: 1800 035 544 (free call from landlines)
- TTY: 133 677
- Website: ndiscommission.gov.au
- Online complaint form:available on the Commission’s website
The Commission can take complaints about any NDIS provider, including complaints about privacy, safety, or the quality of supports.
You can also seek help from an independent disability advocate. The Disability Advocacy Finder at askizzy.org.au/disability-advocacy-finder lists advocates in your area.