FEEDBACK & COMPLAINTS
Feedback, Complaints and Suggestions for Improvement
Here at Lumia Care, we are committed to high-quality, person-centred care. In line with this, we ensure all feedback (including complaints, compliments, and suggestions) is handled respectfully, promptly, and transparently.
Who Can Provide Feedback
Feedback is welcomed from:
Lumia Care clients and their families or carers
Authorised representatives
Community members and stakeholders
Feedback can be submitted via the Lumia Care Complaints & Feedback Form, accessible through:
The Lookout application (for Members, Authorised Representatives, and Sharers)
A direct link: https://lumiacare.thelookoutway.site/feedback
Our Commitment to You
At Lumia Care, we believe feedback is a gift. It helps us grow, improve, and celebrate what we do well. We are committed to:
Listening with empathy
Responding with integrity
Acting with purpose
Learning continuously
Making an external complaint
If you don’t feel comfortable raising a complaint directly with us, or are not satisfied after raising your concern with us, assistance is available:
| ORGANISATION | WEBSITE | CONTACT NUMBER |
|---|---|---|
| Aged Care Quality and Safety Commission | www.agedcarequality.gov.au | 1800 951 822 |
| NDIS Commission | www.ndiscommission.gov.au | 1800 035 544 |
| iCare | www.icare.nsw.gov.au | 1300 738 586 |
| NSW Ombudsman | www.ombo.nsw.gov.au | 1800 451 524 |
Need Help?
If you need assistance submitting feedback or lodging a complaint, please contact Lumia Care directly at lumiacare.com.au or call 1300 796 876.