Complaints and feedback
Tell us what went well. Tell us what did not.
We want to hear compliments, suggestions and complaints. Raising a concern will not affect your services. You can contact us yourself, ask someone to help you, or make a complaint anonymously.
Your voice matters
You do not have to handle a complaint alone.
A family member, friend or advocate can make a complaint on your behalf. You can also ask us to help arrange an independent advocate.
How to contact us
Talk to us
Speak with any SCL staff member in person, or call the team involved in your support.
Email us
NDIS matters: enquiries@sclsupportservices.com.au. Aged care matters: enquiries@sclhomecare.com.au.
Write to us
2/19 Gordon Street, Coffs Harbour, NSW 2450.
Stay anonymous
You can ask not to give your name, or send a written complaint without identifying details.
What happens next
A clear process, with updates along the way.
We acknowledge it
We will acknowledge your complaint within 3 days.
We explain the process
Within 10 days, we will tell you in writing what we are doing and roughly when to expect a resolution.
We work toward a resolution
We aim to resolve complaints within 21 days.
We keep you updated
If a matter genuinely takes longer to handle fairly, we will keep you informed about progress.
These timeframes reflect SCL Care Group's Board approved complaints process across SCL Support Services and SCL Home Care as trading names of the same entity.
You can go outside SCL
You do not have to complain to us first.
If you would rather raise the matter directly with the relevant regulator, or you are not satisfied with how we handled your complaint, you can contact them directly.
Rights and support
Speaking up is part of your rights.
Aged care clients receive a Statement of Rights as part of onboarding. We will add the website version here once the final SCL Home Care material is ready.