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SolaraLiving Care

Feedback & complaints

Tell us what is working and what is not

Raising a concern will never affect the support someone receives. You can give feedback yourself, or ask an advocate, family member or referrer to do it with you.

Our process

How we handle feedback

  1. Received

    Your feedback is logged and acknowledged, usually within two business days.

  2. Understood

    We contact you to make sure we understand what happened and what outcome you want.

  3. Reviewed

    The matter is reviewed by a senior team member independent of the concern where possible.

  4. Resolved

    We explain what we found, what will change and what you can do if you are not satisfied.

  5. Improved

    Themes are reviewed regularly so feedback changes practice, not just individual cases.

Your rights

Support to speak up

You can raise a concern anonymously, though this may limit how fully we can respond. You may bring a support person or advocate at any point, and we can help you find an independent advocate if you would like one.

External options

  • NDIS Quality and Safeguards Commission — 1800 035 544 for complaints about NDIS services.
  • Office of the Australian Information Commissioner — for privacy complaints once you have raised the matter with us.
  • Victorian disability advocacy services — for independent support and advice.

Feedback form

Send feedback

If you would prefer to stay anonymous, write 'Anonymous'.

Include dates, people involved and what outcome you are seeking, if you are comfortable doing so.

Fields marked with an asterisk are required. Please avoid sending detailed health or sensitive information in a first enquiry — we will request only what is needed, with consent.