Policies & Feedback

Got a Concern, or Some Feedback?

We want to hear from you. You don’t have to call it a complaint if you’d rather not. Raising a concern will never affect the services you receive, and you’re welcome to provide feedback anonymously.

TELL US →

Your Privacy Matters to Us

Maroochy Home Assist only collects the personal information we need to assess your needs, coordinate your services and connect you with the right supports.

We only use or share your information with your consent, on a need-to-know basis, and with those directly involved in delivering or overseeing your services.

We keep your information secure, and you can ask to access or correct the information we hold about you at any time.

If you have concerns about how your information has been handled, you can Tell Us or contact the Office of the Australian Information Commissioner.

For full details, read our Privacy and Confidentiality Policy.

Feedback, Complaints and Whistleblower Reporting

MHA is committed to providing safe, respectful, high-quality services. We have formal Feedback and Complaints, Incident Management (SIRS), and Whistleblower policies in place, so that any concerns, complaints or reports of wrongdoing are heard, handled fairly and confidentially, and never affect the support you receive.

Feedback or a complaint

You, your family, carer, representative or advocate can give feedback or raise a complaint at any time — in person, by phone, in writing, by email, or anonymously if you prefer. Just speak with any staff member or contact us on 07 5476 6130 / office@mha.org.au. We’ll acknowledge your complaint promptly, keep you informed of progress, and work with you toward a fair resolution.

If you remain unhappy with our response, you can take the matter further to:

• Aged Care Quality and Safety Commission — 1800 951 822 / info@agedcarequality.gov.au
• NDIS Quality and Safeguards Commission — 1800 035 544
• Older Persons Advocacy Network (OPAN), for free independent advocacy support — 1800 700 600

Reporting wrongdoing (Whistleblower)

If you become aware of unsafe practice, abuse, neglect, fraud or other serious wrongdoing, you can report it safely and anonymously under our Whistleblower Policy — to any staff member, our Whistleblower Protection Officer, or directly to the Aged Care Quality and Safety Commission. Your identity is kept confidential and you’re protected by law from any reprisal for reporting in good faith.

Incident management

We also maintain an Incident Management policy, aligned with the Serious Incident Response Scheme (SIRS), so that any incident affecting your safety or wellbeing is identified, responded to, and reported as required.

More information

Full copies of our Feedback and Complaints, Whistleblower, and Incident Management (SIRS) policies are available on request — ask your coordinator or contact us on 07 5476 6130 / office@mha.org.au.

Financial hardship and client contributions

If you’re experiencing financial hardship, please let us know – we don’t want cost to stand in the way of a service you need. Our Financial Hardship Policy explains our payment plans and how to apply for a fee waiver or reduction. To request a copy, please call 5476 6130.

Our Client Contribution Policy explains how CHSP and HAS fees are set. To request a copy, please call 5476 6130.

Funding acknowledgement

Funded by the Australian Government Department of Health, Disability and Ageing.

Although funding for these services has been provided by the Australian Government, the material contained herein does not necessarily represent the views or policies of the Australian Government.