Complaints

CareAbout takes complaints seriously. If something has gone wrong — whether it’s how we’ve handled your information, how a provider has treated you, or your experience using CareAbout Connect — we want to know.

How to raise a complaint with CareAbout

The fastest way is to email support@careabout.com.au with a description of the issue. If you’d prefer to call, you can reach us on 13 13 00 during business hours. By post: Privacy Officer, CareAbout Holdings Pty Ltd, Office 207, 28 Riddell Parade, Elsternwick VIC 3185, Australia.

Please include as much detail as you can — names, dates, the specific issue, and what outcome you’re seeking. If your complaint is about something a third party did (a provider, for example), we’ll need their details so we can investigate.

What happens next

We will:

• acknowledge your complaint within two business days of receiving it;
• investigate and aim to respond substantively within 30 days;
• keep you informed if we need longer (which sometimes happens with complex issues involving third parties); and
• tell you what we’ve decided and why, in writing.

If your complaint is about a provider you were referred to

You can also contact the provider directly. We can help you raise the issue with the provider where appropriate, but you may get the fastest resolution by going to them directly. For aged care service quality complaints, you can also contact the Aged Care Quality and Safety Commission on 1800 951 822 or at www.agedcarequality.gov.au. For NDIS service quality complaints, the NDIS Quality and Safeguards Commission is on 1800 035 544 or at www.ndiscommission.gov.au.

If you’re not satisfied with our response

If your complaint relates to privacy and we have not resolved it to your satisfaction, you can escalate to the Office of the Australian Information Commissioner at www.oaic.gov.au or 1300 363 992.

For consumer-law complaints, your state or territory consumer protection agency can assist, or the Australian Competition and Consumer Commission at www.accc.gov.au.