How to report safety concerns, quality issues, or complaints about your care
If you are in immediate danger or witnessing abuse, call emergency services immediately:
000
Police, Fire, Ambulance
1800 200 422
Elder Abuse Helpline
1800 URGENT
CarerNest Emergency Line
Hitting, pushing, restraining, or any unwanted physical contact
Verbal abuse, intimidation, humiliation, or psychological harm
Failure to provide adequate care, medication, food, or hygiene
Theft, fraud, or misuse of money, property, or financial resources
Sexual harassment, inappropriate touching, or boundary violations
Late arrivals, no-shows, early departures, or schedule problems
Inadequate care, not following care plans, or lack of skills
Language barriers, poor communication, or unprofessional behavior
Not following safety protocols, hygiene issues, or unsafe practices
Missing care logs, inaccurate records, or poor documentation
1800 REPORT (1800 737 678)
Available 24/7 for urgent concerns. Immediate response for safety issues.
Available through the CarerNest app and website
Mon-Fri: 8am-8pm, Sat-Sun: 9am-5pm. Secure and confidential.
Secure online reporting form on our website
Detailed form for comprehensive reporting. Anonymous option available.
We acknowledge your report within 1 hour and assess the urgency level.
Our quality team conducts a thorough investigation of your concerns.
If safety risks are identified, we take immediate protective action.
We implement appropriate corrective actions and monitor outcomes.
You receive a comprehensive report on our findings and actions taken.
You have the right to report any concerns without fear of retaliation
Your identity and report details are kept strictly confidential
You can choose to report concerns anonymously if preferred
You have the right to be informed about the progress and outcome
Zero tolerance for any form of retaliation against reporters
Access to counseling and support services during the process
Your care services continue uninterrupted during investigations
Access to legal advice and support if criminal matters are involved
You also have the right to report concerns to external authorities and organizations:
1800 951 822
For aged care service complaints
1800 035 544
For NDIS-related concerns
Varies by state
For health service complaints
1800 ELDERHelp (1800 353 374)
24/7 support for elder abuse
13 11 14
24/7 crisis support and suicide prevention
1800 818 338
Advocacy for people with disabilities
Trust Your Instincts: If something doesn't feel right, it's important to speak up. Your concerns are valid and deserve to be heard.
No Concern is Too Small: Even minor issues can escalate if not addressed. We'd rather investigate a concern that turns out to be minor than miss something serious.
You're Not Alone: Our support team is here to help you through the reporting process and ensure you feel safe and supported.
Mandatory Reporting: Some concerns may require us to report to external authorities as required by law. We will inform you if this is necessary.