Elevate Health Australia values your feedback and complaints as they help us improve our supports and services and their performance. Elevate Health is committed to resolving any issues you may have in a fair, respectful and timely manner. This policy statement outlines the process for providing feedback and making complaints, as well as your rights and responsibilities as a client. 

If you have feedback or a complaint about any aspect of our supports and services, you can contact us by:  

• Telephone: 1300 114 820
• Email: feedback@elevatehealthaus.com.au
• Online:  Website online  Compliments and Feedback Form (can be done as anonymous complaint)
• In person, or
• By mailing Manager, Business Development and Compliance, 75 Henley Beach Road, Mile End SA 5031 

You can also ask someone else to contact us on your behalf, such as a family member, friend, or advocate.  We will acknowledge your feedback or complaint within two (2) working days and assign the most appropriate person to handle it. We will keep you informed of the progress and outcome of your feedback or complaint.

We aim to resolve most feedback and complaints within fourteen (14) working days. However, some complex cases may take longer. If this happens, we will let you know and explain the reasons for the delay. We will also provide you with the contact details of the person who is handling the matter, so you can follow up if needed. 

If you are not satisfied with the way we handled your feedback or complaint, or with the outcome, you can request a review by a more senior manager. You can also escalate your complaint to an external body, such as:

NDIS Quality and Safeguards Commission

Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged or

National Relay Service by calling 1800 555 677 and ask for 1800 035 544; or https://www.ndiscommission.gov.au

Aged Care Quality and Safety Commission 

GPO Box 9819, SA 5001 

Telephone: 1800 951 822 

Website: www.agedcarecomplaints.gov.au