The Lifetime Care & Support Authority is committed to responding quickly, fairly and reasonably to all complaints about the scheme.
We encourage our participants and service providers to provide feedback that will help improve the services. A complaint is a statement of dissatisfaction with a product or service that is offered, funded or directly provided by the Authority.
This may include a complaint about:
- the Authority's policies, procedures, guidelines, staff, assessors or the quality of services provided by the Authority, for example, a complaint about an LTCS coordinator, or the way the Authority assesses a request for services
- policies, procedures, staff or the quality of services provided by an agency that is paid for by the Authority, for example, an issue with your attendant care provider or problems with a rehabilitation equipment supplier or a treating health professional.
Complaints can be made by telephone, fax, email or letter.
You need to provide:
- your name and contact details
- how you would like to be contacted
- details of what you are not happy about.
Send a written complaint to:
ATTN: Complaints Officer
Lifetime Care and Support Authority
Level 24, 580 George Street, Sydney NSW 2000
Or make a complaint by:
Email: feedback@lifetimecare.nsw.gov.au
Telephone: 1300 738 586
Fax: 1300 738 583
You may disagree with the Authority about whether you are eligible for the Scheme or your rehabilitation or care needs. For more information, check out our Resolving Disputes page.