1. Purpose

iCare4U Support Services is committed to providing high-quality, person-centred disability and aged care support. We view complaints and feedback as essential opportunities to improve our services and ensure the safety, dignity, and satisfaction of our clients.

We are committed to continuous quality improvement through a transparent, fair, and accessible process for receiving and resolving complaints and feedback. This policy is designed to align with the NDIS Practice Standards, the NDIS Code of Conduct, the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018, and the Aged Care Quality Standards.

2. Scope

This policy applies to all participants/clients (including NDIS participants and aged care clients), and all people who may provide feedback or raise concerns about iCare4U Support Services, including families, carers, guardians, advocates, support coordinators, referrers, staff, contractors, and other stakeholders.

3. Principles

• Accessibility: Complaints and feedback can be made in multiple ways and supports will be offered where needed (e.g., interpreter, advocate, alternative formats).
• Fairness and impartiality: All matters are taken seriously, managed objectively, and investigated in a fair and unbiased manner.
• Timeliness: Complaints are acknowledged and responded to within the timeframes set out in this policy, and the complainant is kept informed.
• Confidentiality and privacy: Information is handled discreetly and shared only with those involved in managing and resolving the matter, unless required by law.
• No reprisal: People may raise concerns without fear of disadvantage, discrimination, or adverse consequences.
• Choice and control: The complainant’s views and preferred outcomes are listened to and considered.
• Anonymous complaints accepted: Anonymous complaints and feedback are accepted and will be assessed and acted on where possible.

4. How to make a complaint or provide feedback

We encourage open communication. Complaints and feedback can be provided using any of the following methods (including verbally to any worker):

• Telephone: 1300 422 730
• Email: info@icare4u.com.au
• Website form: using the form below, or via our Contact page
• In person: Speak with any iCare4U support worker, coordinator, or office staff member
• In writing (postal): 10 Thonemans Road, Hoddles Creek VIC 3139

A complaint or feedback may be made by the client/participant, a family member, carer, nominee, guardian, advocate, or support coordinator. People may ask for help to make a complaint (including requesting an advocate) at any stage of the process.

5. Timeframes and complaints management process

5.1 Acknowledgement (within 2 business days)

We will acknowledge receipt of a complaint within two (2) business days. Where appropriate, we will confirm how the complainant prefers to be contacted; clarify the issues and the desired outcome; and explain the next steps and expected timeframes.

5.2 Assessment and investigation

iCare4U Support Services will assess the complaint to determine the appropriate course of action and any immediate risk controls required to protect safety, rights, and wellbeing. The investigation process will be documented and may involve gathering relevant information and records; speaking with the complainant; interviewing relevant workers and/or other parties; considering relevant legal, contractual, NDIS Practice Standards, and policy requirements; ensuring the matter is handled fairly and impartially; and supporting the complainant’s access and communication needs.

5.3 Resolution and response (within 14 business days; complex matters up to 30)

We aim to resolve complaints within fourteen (14) business days from acknowledgment. If the matter is complex and requires more time, we may take up to thirty (30) business days. In these cases, we will keep the complainant updated on progress, explain the reasons for delay, and provide an expected completion date.

At the end of the process, we will provide a clear response (verbally and/or in writing as appropriate), including the outcome and reasons (to the extent we can lawfully disclose); any actions taken to address the issue and reduce the likelihood of recurrence; and options for escalation (internal and external) if the complainant is not satisfied.

5.4 Follow-up

Where appropriate, we will follow up to confirm any agreed actions have been implemented and to check whether further support is required.

6. Escalation (internal)

If the complainant is not satisfied with the outcome, they may request escalation as follows:

• Escalation to the General Manager: Dihan Dewage (General Manager)
• Further escalation to the Owner Director: Samadhi Dhanapala (Owner Director)

Requests for escalation can be made through any of the contact channels listed in section 4.

7. External options

A complainant may choose to contact an external body at any time (including without first using iCare4U’s internal process).

For NDIS participants — NDIS Quality and Safeguards Commission:
Phone: 1800 035 544
Website: www.ndiscommission.gov.au

For aged care clients — Aged Care Quality and Safety Commission:
Phone: 1800 951 822
Website: www.agedcarequality.gov.au

For privacy complaints — Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au

8. Privacy, record keeping, and continuous improvement

All records related to complaints and feedback will be handled in accordance with the Privacy Act 1988 (Cth) and stored securely.

• Record keeping: Complaints and feedback are logged, tracked, and managed in iCare4U Support Services’ CRM system (ShiftCare), including key dates, actions taken, outcomes, and any follow-up required.
• Continuous improvement: Complaints and feedback are reviewed quarterly by management to identify trends, systemic issues, and opportunities to improve service quality and safety.

Submit feedback online

This Complaints & Feedback Policy is provided for informational purposes only and does not constitute legal advice.