Feedback & complaints
Tell us when we’ve got it wrong. It’s the fastest way for us to fix it, and you won’t be treated differently for raising it.
You have the right to raise a concern about any aspect of the service you receive from Live Free Health, and to have it taken seriously. You can complain to us directly, or go straight to an external body without contacting us first. Your services will not be affected because you made a complaint.
For privacy concerns specifically, see our privacy policy.
How to raise something with us
Talk to your occupational therapist directly — often the quickest route
Call 1300 921 406 and ask to speak with Ellen Williams
Use the form on this page
You can ask a family member, friend or advocate to raise it for you, and you can ask to remain anonymous — though that does limit what we can come back to you with.
What happens next
We acknowledge it
You’ll hear from us confirming we’ve received your complaint and who is handling it.
We look into it
We review what happened, speak to the people involved, and come back to you with an outcome. If it’s going to take longer, we’ll tell you why and keep you updated.
We change something
Where a complaint shows we need to do something differently, we say so and we change it. We’ll tell you what changed.
External support avenues
You can contact any of these at any time, whether or not you’ve raised it with us first.
NDIS Quality and Safeguards Commission
For concerns about NDIS supports and services.
1800 035 544
ndiscommission.gov.au
Aged Care Quality and Safety Commission
For concerns about aged care services, including Support at Home.
1800 951 822
agedcarequality.gov.au
Health Care Complaints Commission (NSW)
For concerns about health services or practitioners in NSW.
1800 043 159
hccc.nsw.gov.au
AHPRA
For concerns about the conduct or performance of a registered practitioner.
1300 419 495
ahpra.gov.au