Complaints & Feedback
AtlaCare Community Supports Pty Ltd welcomes feedback, concerns, compliments, and complaints. Feedback helps us understand what is working well, what could be improved, and how we can provide support in a more respectful, clear, and person-centred way.
You have the right to speak up. Making a complaint will not affect your right to be treated with dignity, respect, and fairness.
What you can share
Feedback can be about any part of your experience with AtlaCare.
You can raise a concern, suggest an improvement, or simply let us know when something has gone well.
✓ The quality of support or communication you have received
✓ Concerns about how your support coordination is being provided
✓ Delays, misunderstandings, or unmet expectations
✓ Privacy or information handling concerns
✓ Suggestions for improvement
✓ Positive feedback or compliments
✓ Anything else you feel AtlaCare should know
How to Make a Complaint or Provide Feedback
You can contact AtlaCare using any of the options below.
If you need support to make a complaint, you may ask a family member, nominee, advocate, support person, or trusted person to help you.
What to include
When raising a complaint or concern, please share as much information as you feel comfortable providing.
You do not need to provide every detail straight away. If you choose to provide contact details, AtlaCare can follow up with you if more information is needed.
✓ What happened
✓ When it happened
✓ Who was involved, if relevant
✓ What you would like to happen next
✓ Whether you would like someone to contact you
✓ Your name and contact details, if you would like us to contact you
What happens after you make a complaint
1
We acknowledge
We will acknowledge your complaint within 2 business days.
2
We review your concerns
We listen to your concerns, review the information provided and may contact you if we need further information.
3
We respond
We aim to provide a response within 10 business days.
4
We keep you informed
Some complaints may take longer depending on their complexity. If this happens, we will keep you informed about the progress.
Not satisfied with our response?
If you are not satisfied with AtlaCare's response, or if you do not feel comfortable raising the issue directly with AtlaCare, you can contact an external organisation.
Emergency or immediate risk
This complaints and feedback process is not for emergencies.
If someone is in immediate danger, call 000.
Share your feedback
Use the form below to provide feedback, raise a concern, make a complaint or share a compliment.