Feedback & complaints
Your experience matters to us. Share a compliment, suggestion or concern with Standby Care.
Submit feedback
You can remain anonymous. If you would like a response, please include a phone number or email address so we can follow up with you.
Raising feedback never affects your right to receive services.
Under the Statement of Rights in the Aged Care Act 2024, the Aged Care Rules 2025, and the NDIS Act 2013 (with the NDIS Code of Conduct), you have the right to: raise feedback or complaints without retaliation or impact on your services; provide further information at any time without explaining why; have a family member, friend, representative or independent advocate speak on your behalf; use the free interpreter service (TIS National 131 450) in your preferred language; and contact the independent bodies below directly, alongside or instead of us.
How we handle feedback
01 · Acknowledge
Within 2 business days we confirm receipt and assign a Quality & Safeguarding lead.
02 · Investigate
We listen to all parties involved, review records, and keep you informed throughout the process.
03 · Resolve
We aim to resolve complaints within 30 days. Where it takes longer, we explain why and update you every 14 days.
04 · Improve
Lessons from feedback inform our continuous improvement program and quarterly board reporting.
Want to take it further?
If you are not satisfied with how we have handled your concern, you can contact an independent body free of charge.
Aged Care Quality and Safety Commission
Independent body for Support at Home, residential aged care and CHSP concerns.
NDIS Quality and Safeguards Commission
For complaints about NDIS-funded services and worker conduct.
Office of the Australian Information Commissioner (OAIC)
For privacy-related complaints under the Privacy Act 1988.
Translating and Interpreting Service (TIS National)
Free interpreter assistance to lodge a complaint in your preferred language.