IDCARE is committed to providing quality community support services. We welcome all types of feedback from clients, community partners, and our subscribers to improve our services.

Feedback and complaints may be about:

processes and quality of service
staff member or volunteer behaviour or attitude
staff member or volunteer performance or professional competence
privacy or confidentiality

Complaints are handled objectively and fairly with appropriate confidentiality.

Lodging feedback or a complaint or compliment

We encourage you to play an active part in resolving your complaint by outlining your concerns as clearly and accurately as possible. If you have other feedback to provide we would welcome any specifics you are willing to share so as to assist us in our pursuit of continuous improvement.

You can:

email your complaint to [email protected]
write to us by post to IDCARE Feedback, PO Box 412 Caloundra QLD Australia 4551

The following concerns must be submitted in writing:

a request for the review of advice provided, including Response Actions
a request for a change of Case Manager
complaints about the nature of the interaction with an IDCARE member of staff or volunteer
complaints about the nature of information provided, such as Assessment
privacy complaints

We do not accept complaints about that are outside of the control of IDCARE.

Need extra help?

If you need extra help, you can:

contact us through the Translating and Interpreting Service (TIS) on 13 14 50 - they will organise an interpreter in your own language for you
go to the National Relay Service website to make a call if you have a hearing impairment

These services are confidential and free.

Making an anonymous complaint

We can accept and investigate anonymous complaints but we cannot advise the outcome.

Making a complaint on behalf of someone else

You can make a complaint on behalf of someone else, but we cannot give you information about the outcome without written authority due to the confidentiality and privacy requirements.

What can I expect to happen after making a complaint?

We will aim to contact you within 10 working days in writing to confirm we have received and actioned your feedback.

We will send you a response once we have investigated your complaint. We aim to resolve complaints within 30 working days, however more complex complaints may take longer to investigate. In any case you will be notified within 30 days if more time is required beyond the 30 working days.

We cannot give you any information that contravenes the Privacy Act 1988 (Cth) or Privacy Act 2000 (New Zealand). We cannot review any phone interactions you may have had if it is beyond the timeframe of retaining such authorised call recordings or you did not provide authority to record the call in the first instance.

What is expected of me?

If you are making a complaint, please give clear information about your concern—such as:

what happened
when it happened
who was involved
the case reference number provided to you on your engagement with IDCARE [if you received Case Management)
what outcome you hope to get from your complaint.

If discussing your complaint with a staff member, please treat our staff with courtesy and respect.

How your comments help us to improve

Your feedback is important to us, so we ensure a senior staff member investigates all issues thoroughly. We also analyse all feedback regularly to see what policies, processes and services can be improved.