Advice for carers

Making complaints

You have the right to complain if you are concerned about the services delivered to you or the person you care for. Complaints can clear up misunderstandings and help you get the support you are entitled to.

Throughout your caring journey, you may experience times where you have not been given the appropriate level of service or support from service providers. Being able to respond by making effective complaints to service providers is an important skill to have, as it ensures that your needs are met, your choices respected and your rights upheld.

Carer rights and complaints fact sheets

The Carer Rights & Complaints Network (CRCN), a joint initiative of Carers NSW and the NSW Department of Communities and Justice, has developed a series of fact sheets that explain the rights carers have across a range of different service systems, and how these rights can be upheld through making a formal complaint. 

Download the fact sheets

Provide feedback

We would appreciate your feedback on these fact sheets via this short survey so we can continue to improve them. 

Upcoming webinars

From February to September 2021, Carers NSW will be hosting a series of webinars on the rights and complaints avenues available to carers in a range of service systems and settings. Based on the ‘Know your rights’ fact sheet series, the webinars will take place via Zoom and are open to carers and service providers. To register, please use the sessions links below:

For more information on this project, contact the Carers NSW Policy Team on 02 9280 4744 or at policy@carersnsw.org.au. 

Tips for making a complaint

Know what you want

Know what you want to achieve - perhaps an apology, a change to the way a service is delivered, a different person to work with, a refund or compensation. Complaints that include suggestions about how things might be done better are more likely to be listened to and acted upon.

Be assertive

Good communicators are clear and honest about what they want but they also listen carefully and consider other perspectives. Things may be done a particular way for reasons that you hadn't considered. Try not to sort out problems when you are angry. It also helps to direct your anger at the issues rather than making a personal attack.

Talk to the people involved first

Many problems are the result of misunderstandings and can be easily sorted out by raising your concerns with the individual or service provider. Try to stick to the facts and provide examples and reasons why you were not happy with the service. Despite this being an informal discussion, it is vital that you are assertive and make it clear what the problem is and how you would like it resolved. It is also important to make a record of the conversation and when it happened. This is because, if you are unable to resolve the issue at this level, you will need to pursue this further.

If you do not believe your concern is being taken seriously, show that you are prepared to take it further. Ask to speak to a more senior staff member like a team leader or manager.

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Carers NSW acknowledges the Traditional Custodians of the land, Elders past and present and all Aboriginal people.