Your voice helps us deliver better care.
Compliments, suggestions and complaints are all welcome. Top 1 Care follows the Aged Care Quality Standards and the NDIS Practice Standards — every complaint is acknowledged within 2 business days and resolved within 30 days where possible.
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.
Independent escalation
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.
Need help in Chinese? Use TIS National (131 450) for free interpreter assistance.