ACCESS CARE AUSTRALIA PTY. LTD. T/AS MYCARESPACE AND THE A-LIST
Last updated 05/03/2026
Complaints Policy
How to make a complaint about MyCareSpace
We want to hear from you if you are unhappy with our service. This policy explains how to make a complaint and what we will do about it.
What is a complaint
A complaint is when you tell us you are not satisfied with our service. You can complain about:
- How we treat you
- Information on our website
- How we handle your personal information
- The way we respond to your questions or concerns
- Any other aspect of our service
You can also complain about an aged care provider you found through our platform. We will help you direct your complaint to the right place.
How to make a complaint
You can make a complaint in any of these ways:
Phone: 1300 2888 93
Email: [email protected]
Website: www.mycarespace.com.au
You can make a complaint yourself or ask someone to help you. You do not have to give your name if you do not want to.
What we will do
When you make a complaint, we will:
- Listen to you and treat you with respect.
- Acknowledge your complaint within 2 business days.
- Work with you to understand what happened and what you want to happen.
- Investigate your complaint fairly and thoroughly.
- Keep you informed about what we are doing.
- Aim to resolve your complaint within 30 days. If we need more time, we will tell you why and when you can expect a response.
- Tell you what action we will take to fix the problem.
- Keep a record of your complaint and how we handled it.
- Use your feedback to improve our service.
Your rights
When you make a complaint:
- We will not treat you differently or disadvantage you in any way.
- We will respect your privacy and only share your information as needed to investigate your complaint or as required by law.
- You can have a support person with you at any time.
- You can withdraw your complaint at any time.
If you are not satisfied
If you are not happy with how we handle your complaint, you can contact:
Aged Care Quality and Safety Commission
Phone: 1800 951 822
Website: www.agedcarequality.gov.au
The Commission has a Complaints Commissioner who can help resolve complaints about aged care services.
Our commitment
We are committed to:
- Making it easy for you to complain
- Taking all complaints seriously
- Resolving complaints fairly and quickly
- Learning from complaints to improve our service
- Protecting you from any negative consequences of making a complaint
Our contact details
Email: [email protected]
Phone: 1300 2888 93
Website: www.mycarespace.com.au
This policy meets our obligations under the Aged Care Act 2024.
