Complaints Process
Your voice matters - Our Complaints Process
At Astara Wellness, we welcome feedback - including complaints. Every concern raised helps us improve the care and support we provide. You will always be treated with respect, and raising a complaint will never affect your support.
Our Commitments to You
We are committed to handling every complaint with accessibility, confidentiality, transparency, accountability and a genuine desire to improve. Our complaints process is clearly outlined and available in formats that meet the diverse needs of our community. All information shared is kept strictly confidential and only disclosed to those directly involved in resolving the matter. We keep you informed at every step - what's happening, who's involved and when to expect a response. We take full responsibility for our decisions and provide clear reasons for every outcome. Every complaint is recorded in our Complaints Register and reviewed regularly to drive continuous improvement across our services.
How to Lodge a Complaint
Complaints can be made in any of the following ways - whichever is most comfortable for you:
By phone, by calling us directly on 02 6116 7000 to speak with a team member. By email, by writing to us at hello@astarawellness.com.au at any time. In writing, by posting or hand-delivering a written complaint to our Canberra office. Or online, by completing our complaints form on this page and we will respond promptly.
What Happens After You Lodge
Step 1 - Acknowledgement (within 2 business days)
We acknowledge receipt of your complaint and confirm it has been received. You will be told who your dedicated Complaints Officer is and what happens next. You will never be left wondering if your complaint was received.
Step 2 - Initial Assessment (within 3 business days)
Your dedicated Complaints Officer reviews your complaint and assesses its complexity and severity. Where appropriate, we may contact you to gather more information. You can ask for an update at any time.
Step 3 - Investigation and Resolution (ongoing)
We investigate your complaint thoroughly and fairly, following the principles of natural justice. All parties are heard and all information is treated confidentially. We aim to resolve all complaints within 20 business days. If more time is needed, we will contact you to explain why and provide a revised timeframe.
Step 4 - Written Outcome (within 20 business days)
You will receive a written response detailing the outcome of your complaint, the reasons for the decision, and any actions Astara Wellness will take as a result. Every outcome is documented in our Complaints Register.
Step 5 - Internal Review (if needed)
If you are not satisfied with the outcome, you have the right to request an internal review in writing within 10 business days of receiving the outcome. A senior manager who was not involved in the original decision will conduct the review independently and provide a written response.
Not Satisfied? You Can Escalate Externally at Any Time
You do not need to complete Astara Wellness's internal process before contacting an external body. At any point, you have the right to take your complaint directly to an external authority -without it affecting your supports in any way.
NDIS Quality and Safeguards Commission -
The primary body for complaints about NDIS providers, including concerns about the quality and safety of supports.
Contact: 1800 035 544 or ndiscommission.gov.au
NDIS National Contact Centre -
For general NDIS enquiries, plan concerns or issues with your funding and supports.
Contact: 1800 800 110 or ndis.gov.au
Disability Advocacy Services -
Independent advocacy organisations can help you understand your rights and support you through the complaints process.
Contact: https://askizzy.org.au/disability-advocacy-finder
ACT Human Rights Commission -
For complaints involving discrimination, human rights or services delivered in the ACT.
Contact: (02) 6205 2222 or hrc.act.gov.au
Our Promise to You
Raising a complaint with Astara Wellness will never result in your supports being reduced, delayed or treated differently. We are committed to a fair, respectful and confidential process - every time. Your feedback, including complaints, is how we grow and improve the care we provide to every participant we serve.
If you have a concern or feedback, we are here to listen and respond. Please reach out to us at hello@astarawellness.com.au or call 02 6116 7000.
Ready to take the next step?
Every transition is different - and so is every person. At Astara Wellness, we take the time to understand your unique situation and build a support plan around what matters most to you.
Let's talk about how we can support your journey.