Our Commitment
Your Voice Matters
At Litara Care, we believe feedback — whether positive or critical — is one of the most valuable things you can share with us. Every complaint is an opportunity for us to grow, and every compliment reminds us why we do what we do.
We are committed to handling all feedback with respect, transparency and genuine care. Our process ensures your concerns are heard and resolved promptly, with no fear of any negative impact on your supports or your relationship with us.
- Confidential & Safe
- No Retribution
- Timely Response
- Fair & Transparent
Get in Touch
How to Lodge a Complaint
You can share your feedback or raise a concern in whichever way feels most comfortable. A support person, advocate, or family member may assist you at any time throughout this process.
What Happens Next
Our Complaints Process
We take every complaint seriously and follow a clear, fair process to resolve concerns as quickly as possible. Here is what you can expect after you reach out:
1
Acknowledgement
We confirm receipt of your complaint promptly.
2
Assessment
We assess the nature and urgency of your concern.
3
Investigation
We investigate fairly and keep you informed throughout.
4
Resolution
We share the outcome and any actions taken.
Response Timeframes
Acknowledgement: within 2 business days
Initial response: within 7 business days
Resolution: within 14 business days
External Escalation
Not Satisfied? Escalate Further
If you are not satisfied with how your complaint was handled, or if you prefer to raise your concern with an independent body, you have the right to do so at any time — including before raising it with us. This will not affect your supports in any way.
NDIS Quality and Safeguards Commission
For complaints about NDIS supports and services from any registered provider.
NDIS Commission Complaints Line
Phone: 1800 035 544 (free call)
Mon–Fri, 9am–5pm local time
National Disability Advocacy Program
Independent advocates to help you navigate the complaints process.
We’re Here to Listen
Your feedback directly shapes the quality of care we provide. Don’t hesitate to reach out — every concern raised helps us become a better organisation for every participant we support.
