Feedback and Complaints

Feedback and Complaints

At Meals on Wheels Brisbane South (MoWBS), we are committed to continuous quality improvement. Your feedback, whether positive or negative helps us strengthen our service and continue delivering the best possible care and support to our clients.

You have the right to make a complaint about any aspect of the care or service you receive, without fear of retribution.

If you have any comments, complaints, feedback, or suggestions, please:

  1. Speak to your local Service Coordinator in the first instance.

  2. If you are not satisfied with their response, or are unable to provide feedback directly, please contact our Head Office in writing, addressed to the General Manager:

If you remain unsatisfied with the outcome, you are encouraged to contact one of the external organisations listed below. You may choose to make your complaint anonymously, confidentially, or openly.

External Complaint Contacts

Aged Care Quality and Safety Commission
📞 1800 951 822
📮 GPO Box 9819, Sydney NSW 2001
🌐 www.agedcarequality.gov.au/making-complaint/lodge-complaint

Elder Abuse Helpline
📞 1800 628 221

NDIS Quality and Safeguards Commission
(For clients under 65, or under 50 for Aboriginal or Torres Strait Islander people with a disability)
📞 1800 035 544
🌐 www.ndiscommission.gov.au/about/complaints

Incidents

Meals on Wheels Brisbane South takes all incidents seriously and responds promptly to ensure the safety and wellbeing of clients.

We are required to report serious incidents involving aged care clients to the Serious Incident Response Scheme (SIRS), and those involving NDIS recipients to the NDIS Quality & Safety Commission.
This includes any incident that has occurred, is alleged to have occurred, or is reasonably suspected to have occurred.

When an incident is reported, we take the following actions:

  • Remove clients from harm and minimise the impact on others involved

  • Contact and meet with clients to discuss the incident and outline steps taken to prevent recurrence

  • Identify, document, and internally report the allegation, suspicion, or witnessed event, escalating where appropriate

  • Investigate the incident where warranted

  • Report to external authorities within statutory timeframes — including Aged Care Quality & Safety Commission, the NDIS Quality & Safety Commission, and, if necessary, the Police

For more information about our incident response procedures, please contact your local Meals on Wheels service.