Submit a Feedback or Complaint to Homage

Submit feedback

Feedback & Complaints at Homage

Homage is committed to ensuring positive outcomes for our customers. Your feedback is important to us, and we seek to improve our services and platform based on your feedback consistently.

Our Incidents & Complaints Management Policy details our approach when it comes to responding to incidents and complaints. We are committed to providing consistent quality to Australia’s aged care landscape. 

To drop us feedback, you may complete the online form on this page

Alternatively, you may contact us at the following channels: 

Phone: 1300 705 029

Email: [email protected]

What happens once we receive your feedback?

Your feedback will be acknowledged by us either by email or phone. Thereafter, a customer service representative from Homage may contact you to get more information regarding your case. We aim to complete and review your feedback within 5 working days. If you are unsatisfied with the outcome, you may request for the matter to be reviewed by the Homage team. 

What if you are still not satisfied with the outcome of a complaint?

You may consider using our internal appeals process. Appeals are escalated to, reviewed by and determined by our Homage Team. Appeals need to be submitted in writing to: [email protected] 

The appeal submission must state the reason(s) you are appealing the decision or outcome and provide the complaint case reference number (if this has been provided to you). The time limit for lodging an appeal is three months from the original decision or outcome. Appeals are determined within 21 days of the date of submission, and you will be notified in writing of the outcome. The Board reviews all appeals on a regular basis.

Making an external feedback or complaint

Should you prefer to make an external complaint, you may do so to the Aged Care Quality and Safety Commission or the NDIS Quality and Safeguards Commission. Their details are stated below: 

Aged Care Quality and Safety Commission Telephone: 1800 951 822

NDIS Quality and Safeguards Commission Telephone: 1800 035 544

If you are in WA, a complaint can be made to Health and Disability Services Complaints Office (HaDSCO)

Telephone: 1800 813 583

Email: [email protected]