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:

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:

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. 

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Lumia Care acknowledges the Aboriginal nations of this land, it’s many custodians who continue to care for country and the way in which country has cared for her people. We acknowledge the history of this land and the stories of resilience and survival which make up indigenous Australia. We give thanks for Aboriginal elders and knowledge keepers of each generation including the many Aboriginal Communities which contribute to the life of our region so we can walk gently on this land and commit ourselves to reconciliation.