Feedback & Complaints

At Lift Health Group, your feedback is important to us.

We are committed to providing safe, high-quality services and welcome all feedback, including compliments, suggestions, and complaints. Your feedback helps us improve our services and ensure we are meeting your needs.

You have the right to share your feedback at any time and will be treated with respect, fairness, and confidentiality.

How to Provide Feedback or Make a Complaint

You can give feedback or make a complaint in any way that suits you:

If you need help to provide feedback, we will support you, including arranging an advocate or interpreter if required.

What Happens When You Give Feedback

When you provide feedback or make a complaint, we will:

  • Listen carefully and take your concerns seriously 
  • Acknowledge your feedback promptly 
  • Review and assess the information provided 
  • Keep you informed throughout the process (where appropriate) 
  • Work to resolve the issue in a fair and timely way 
  • Provide a clear outcome 

All feedback is recorded and reviewed by our management team and used to improve our services.

Timeframes

We aim to manage all feedback and complaints as quickly as possible:

  • Acknowledgement within a few business days 
  • Most complaints resolved within 30 days
  • More serious matters may be prioritised and addressed sooner 

If there are delays, we will keep you informed.

Your Rights

When providing feedback or making a complaint, you have the right to:

  • Be heard and taken seriously
  • Be treated fairly and respectfully 
  • Have your privacy and confidentiality maintained 
  • Receive clear information about the process and outcome 
  • Be supported by an advocate or support person 
  • Make a complaint without fear of negative consequences 

Serious Concerns

If your feedback relates to serious matters such as safety, abuse, neglect, or other risks, we will take immediate action and escalate the issue to the appropriate authorities where required.

If You Are Not Satisfied

If you are not satisfied with how your feedback or complaint has been handled, you have the right to make a complaint to an external organisation.

We can support you with this process if needed.

NDIS Quality and Safeguards Commission

Phone: 1800 035 544
Website: https://www.ndiscommission.gov.au
Email: [email protected]

Health & Community Services Complaints Commissioner (SA)

Phone: 1800 232 007
Website: https://www.hcscc.sa.gov.au
Email: [email protected]

Other Relevant Complaints Bodies

Depending on your situation, you may also contact other regulatory or complaints organisations. We can help guide you to the most appropriate option.

Continuous Improvement

We regularly review feedback and complaints to identify trends and improve how we deliver our services. This forms part of our commitment to continuous improvement and high-quality care.

Need Help?

If you would like help to provide feedback or make a complaint, please contact us and we will support you through the process.