FEEDBACK & COMPLAINTS
Feedback, Complaints and Suggestions for Improvement
At Lumia Care, we are committed to providing high-quality, person-centred care and support. Your experience matters to us, and we welcome all feedback – whether it is a compliment, a suggestion for improvement, a concern or a complaint.
Your feedback helps us understand what we are doing well, where we can do better and how we can improve the care and support we provide. We will listen to your feedback and make sure it is handled respectfully, promptly and transparently.
We want you to feel comfortable speaking up and sharing your experience with us.
Who can provide feedback?
We welcome all kinds of feedback, including compliments, suggestions and complaints, from:
Lumia Care clients
family members and carers
authorised representatives
community members and other stakeholders.
How to provide feedback
Speak to your care team
Talk to a member of your Lumia Care team and let them know about your experience or anything you would like us to know.
Call Us
Speak to a Lumia Care team member by calling 1300 796 876 and tell us about your feedback or concern.
Use Our Online Form
Complete our Feedback and Complaints Form at a time that is convenient for you.
Use The Lookout Way App
If you already use Lumia Care’s client platform, you can provide your feedback directly through The Lookout Way.
Can I give feedback anonymously?
Yes. You can choose to give feedback without providing your name or contact details.
If you provide your contact details:
✔ we will treat you fairly and with respect
✔ your care and support will not be affected
✔ we may contact you to better understand your feedback or let you know what happens next.
If you give feedback anonymously, we may not be able to contact you to follow up or let you know the outcome.
If you are giving feedback on behalf of someone else, we may need their consent before we can respond. This helps us protect their privacy.
What happens after I make a complaint?
If your feedback is a complaint, we will:
acknowledge your complaint within 3 business days
aim to respond within 30 business days
keep you informed if we need more time.
You can also ask someone you trust to help you make a complaint.
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
Your Voice at Lumia Care
Your feedback can also help shape how we improve our services.
If you are a Lumia Care client or participant, family member, carer or supporter, there are opportunities to share your experiences and ideas and help us improve the way we provide care and support.
This includes the opportunity to take part in our Client and Carer Advisory Group. Taking part is voluntary, and you can choose how involved you would like to be.
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: