Complaints & Feedback

Tell us what you think.

A home should feel comfortable, safe and well looked after. If something is not working as it should, we want to know.

You might have a concern, a complaint, a suggestion or a compliment. Each one helps us understand what is going well and where we need to do better.

You can talk to us about:

  • your home or residency agreement

  • repairs or maintenance

  • accessibility

  • communication with our team

  • privacy

  • the way a decision has been explained

  • something that made you feel uncomfortable or unsafe

  • any other part of your experience with Homeward.

You do not need to use formal language. Tell us what happened in the way that feels easiest for you.

Who can provide feedback?

Anyone can contact us, including:

  • a resident or prospective resident

  • a family member, guardian, nominee or advocate

  • a support coordinator

  • a support provider

  • an allied health professional

  • a member of the community.

You can ask someone you trust to help you make a complaint or speak with us on your behalf.

You can also make a complaint anonymously. This may limit our ability to ask questions, provide updates or fully investigate the issue, but we will still take the information seriously.

How to contact us

You can contact Homeward in the way that suits you best.

Online: Complete the complaints and feedback form below
Email: info@accesslivingaustralia.com.au
Phone: 0427 080 224
Post: PO Box 263, Stirling SA 5152

You can also speak directly with a member of our team.

Please let us know if you need information in another format, communication support or help to make a complaint. We will work with you to make the process easier to use.

What happens after you contact us?

We will:

  1. listen and make sure we understand your concern

  2. consider whether any immediate action is needed

  3. let you know that we have received your complaint

  4. explain what will happen next

  5. keep you informed while we look into the issue

  6. tell you what we have decided and what action we are taking, where appropriate

  7. explain your options if you are not satisfied with the outcome.

We will handle complaints fairly, respectfully and as promptly as we can. Some issues can be resolved quickly. Others may take longer if we need to speak with several people or look into the matter in more detail.

We will respect your privacy and only share information with the people who need it to respond appropriately.

You will not be treated unfairly for speaking up

Making a complaint should not make life more difficult.

You will not be treated unfairly because you raised a concern, made a complaint or asked someone to help you. Your feedback will not affect your right to receive respectful service from us.

We welcome honest feedback. It is one of the ways we keep improving the homes we provide and the way we work.

Urgent safety concerns

If someone is in immediate danger or there is an emergency, call 000.

If a person with disability could be injured or harmed soon but the situation is not an emergency, contact the NDIS Quality and Safeguards Commission as soon as possible on 1800 035 544.

You can also contact Homeward directly so we can take any steps required.

Making a complaint to the NDIS Commission

You can raise a complaint directly with the NDIS Quality and Safeguards Commission at any time. You do not need to complain to Homeward first.

The NDIS Commission can receive concerns about the quality or safety of NDIS supports and services, including concerns about poor-quality supports, risks of harm, privacy, conflicts of interest, unfair practices or a provider that has not responded appropriately to a complaint. 

Phone: 1800 035 544
TTY: 133 677
National Relay Service: Ask for 1800 035 544
Online: Use the report-an-issue form on the NDIS Commission website
Post: NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2751

Interpreters can be arranged through the NDIS Commission.

You can ask a family member, friend or independent disability advocate to support you. An independent advocate can speak, act or write on behalf of a person with disability and is independent of the NDIA, the NDIS Commission and NDIS providers. 

Residency agreements and rental rights in Victoria

For questions or complaints about a Victorian SDA residency agreement or rental rights, you can also contact Consumer Affairs Victoria.

Phone: 1300 40 43 19
Hours: Monday to Friday, 9 am to 5 pm, excluding public holidays

Consumer Affairs Victoria provides information and advice about SDA agreements and Victorian rental rights and responsibilities. 

For some Victorian renting disputes, Rental Dispute Resolution Victoria may also be available as a free dispute-resolution service. If an issue cannot be resolved through that service, it can help with an application to VCAT. 

Privacy complaints

If your complaint is about the way we have handled your personal information, please contact us using the details above.

You can read more about how we manage personal information in our Privacy Policy.