YOUR VOICE MATTERS
Feedback and complaints
Compliments, suggestions and complaints all help us do better. Speaking up will never affect your supports — we take every piece of feedback seriously.
How to share feedback
You can talk to any Hugo Care staff member, call us on 0487 192 525, email hugo@hugocare.com.au, or send a message through our contact page. You’re welcome to have a family member, friend or advocate support you, and you can give feedback anonymously if you prefer.
What happens next
We acknowledge your complaint within 2 business days
We look into it fairly, keeping you informed along the way
We aim to resolve most complaints within 21 days
We tell you the outcome and what we’ve changed as a result
If you’d rather go outside Hugo Care
You can contact the NDIS Quality and Safeguards Commission at any time — before, during or after raising something with us. Call 1800 035 544 (free from landlines) or visit ndiscommission.gov.au. Interpreters and advocacy support are available.