Support & Rights
Complaints & Feedback
We welcome feedback and take complaints seriously. Medina Care is committed to safe, respectful, participant-centred support and a fair process for raising concerns, sharing compliments, or asking for follow-up.
Our Approach
How we handle concerns
If something has not gone as expected, we encourage you to tell us. We will listen carefully, treat your concern respectfully, and work toward a timely and fair resolution.
What you can raise
You can share a complaint, concern, compliment, suggestion, or feedback about services, communication, safety, staff conduct, or any part of your experience with Medina Care.
What to expect
We aim to acknowledge concerns promptly, review the details carefully, keep you informed where appropriate, and take reasonable steps to address issues and improve our services.
Complaints process
Below is general information about how complaints and feedback can be shared with Medina Care. If your matter is urgent or involves immediate risk, please contact emergency services or the appropriate authority straight away.
Who can make a complaint?
Participants, family members, carers, nominees, advocates, referrers, and other stakeholders can raise concerns or provide feedback about Medina Care services.
Can I give feedback without making a complaint?
Yes. We welcome compliments, suggestions, and general feedback that helps us improve the quality, safety, and responsiveness of our support.
Will my complaint be taken seriously?
Yes. We are committed to listening respectfully, considering the information provided, and responding in a professional and fair manner.
Can someone support me through the process?
Yes. You may choose to involve a family member, carer, advocate, support coordinator, or other trusted person when sharing your concerns.
Will making a complaint affect my support?
We aim to ensure people can raise concerns without fear of unfair treatment. Respectful feedback helps us strengthen service quality and participant experience.
What if I am not satisfied with the outcome?
If you are not satisfied, you can ask for the matter to be reviewed and may also seek independent advice or contact the relevant complaints body or regulator.