We're listening

Complaints & Feedback

Telling us when something isn't right is not a burden — it's how we improve. You can raise a concern without any impact on the supports you receive.

Your right to speak up

You can make a complaint yourself, or ask a family member, carer, advocate or support coordinator to do it for you. You may also submit feedback anonymously. Raising a concern will never affect the quality or continuity of your supports.

What happens after you contact us

  1. 1

    Acknowledged

    We confirm we've received your feedback within 2 business days.

  2. 2

    Reviewed

    A senior team member looks into what happened and may contact you for more detail.

  3. 3

    Resolved

    We aim to resolve most matters within 21 days and explain the outcome to you.

  4. 4

    Improved

    We record what we learned and change how we work where it's needed.

Feedback form

Tell us what happened

Compliment, complaint, comment or suggestion — we want to hear it. If you would rather stay anonymous, tick the box below and leave your name and personal details out. Prefer to talk it through? Call +61 435 956 531 or email info@keanacare.com.au.

Keana Care is committed to providing high-quality supports and meeting your needs. We value your feedback — including complaints. Please let us know what we do well and where we can improve. Fields marked with are required.

This is a…
Continue anonymously?

Choosing yes means we cannot come back to you directly, and your supports are not affected either way.

How to lodge feedback, and what happens next

  • Directly with a support worker, either verbally or by submitting this form.
  • By email to info@keanacare.com.au
  • By phone on +61 435 956 531
  • In writing to 17B Parkveiw Pde, Redcliffe WA 6104

Your complaint will be formally acknowledged within two business days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 days of that acknowledgement. All feedback and complaints are used by Keana Care to keep improving how we deliver supports.

If we haven't resolved it

People with disability have the right to complain about the services they receive. If you feel comfortable, raising your concern with us first is usually the fastest way to have it sorted — but if you feel a complaint has not been addressed properly, you can take it further. You may ask family, a friend or an independent advocate to help you.

A complaint can be made to the NDIS Quality and Safeguards Commission by phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

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