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:

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.