Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Accuro Homecare and is seen as an opportunity for improvement. Please let us know what you think.
If yes, please provide your details below:

Feedback, compliments and complaints can be lodged: 

  • directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form;  
  • by email to:
  • by phone on: 1300 554 983;  
  • in writing to: PO Box 403, The Entrance, NSW, 2261

Your complaint will be formally acknowledged within 2 working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 working days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected. 

All feedback and complaints will be used by Accuro Homecare to continuously improve our service delivery. 

Escalating Complaints  

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support through any of the following agencies: 

NDIS Quality and Safeguards Commission 

Online:; and 

Phone: 1800 035 544. 

Australian Human Rights Commission 

Phone: 1300 656 419; and 


The Anti-Discrimination Board of NSW (for complaints relating to breaches of the Anti-Discrimination Act 1977: 


Email:; and 

Post: PO Box W213, Parramatta Westfield NSW 2150. 

Fair Trading NSW 

Participants also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading New South Wales ( provides information and advice about customer disputes under the ACL.  

In addition, participants can contact the Australian Securities and Investments Commission (ASIC) if they have concerns regarding consumer protection in relation to finances. 

Complaints About the NDIA 

Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman. 

Complaints to the NDIA can be lodged:  

Complaints to the Commonwealth Ombudsman about the NDIA can be lodged: 

Thank you for taking the time to provide feedback about our service. 

Supporting Documents  

Documents relevant to this policy: 

  • Participant Rights and Responsibilities Policy and Procedure [or equivalent] 
  • Feedback and Complaints Policy and Procedure [or equivalent] 

Monitoring and Review 

This Feedback and Complaints form, along with Accuro Homecare’s Feedback and Complaints Policy and Procedure will be formally reviewed at least annually. Formal reviews will include participant, staff and other stakeholder feedback.