Complaints and Feedback Policy

Raise a complaint through Help in the app, where you can also ask us to call you, or email hello@foxcare.com.au. Tell us what happened, when, who was involved, and what outcome you are looking for.

• We acknowledge every complaint within 2 business days.
• We aim to resolve it within 10 business days and will keep you updated if it takes longer.
• We tell you the outcome and the reasons for it.

Complaints about safety, abuse or neglect are treated as urgent and acted on immediately.

Ask for a review, and someone senior who was not involved in the original decision will look at it again. You can also contact an external body:

• Fair Work Ombudsman — pay and conditions — 13 13 94
• Aged Care Quality and Safety Commission — aged care — 1800 951 822
• NDIS Quality and Safeguards Commission — disability services — 1800 035 544
• Office of the Australian Information Commissioner — privacy — 1300 363 992
• Health Care Complaints Commission (NSW) — health services — 1800 043 159

Raising a complaint in good faith will never affect the shifts you are offered or the service you receive. You can complain anonymously, though that may limit what we can investigate or tell you. We keep a record of every complaint and review them regularly to fix what causes them.