Feedback and complaints

At the In Home Care Support Agency (IHCSA) QLD & VIC, we are committed to providing exceptional service to our Service Providers and families. Your feedback ensures our service is of the highest quality.

Feedback and complaints formFeedback and complaints policy
We value your feedback and are committed to ensuring a positive experience with the QLD/VIC In Home Care Support Agency (IHCSA). Whether you have a compliment or a concern, we want to hear from you.

How to provide feedback or make a complaint

You can reach us via:

  • Phone: call our mainline on 1800 993 737
  • Email: send your concerns or comments direct to info@ihcsa.au
  • Online: fill out our online form
Fill out the form

Who can provide feedback?

Feedback and complaints will be accepted from the following:

  • Families - Share your experiences with your Service Provider or our Agency
  • Service Providers - Let us know about any challenges or improvements needed
  • Other Stakeholders - If you're impacted by our policies, we'd like to hear from you
Fill out the form

What happens next?

We review your feedback.

  • Compliments are recorded and shared with our team
  • Complaints are reviewed to determine next steps

We follow up.

  • Compliance concerns are addressed through formal procedures
  • All complaints are documented and handled fairly

We work towards a solution.

  • If needed, we’ll escalate unresolved issues to senior management
  • Serious concerns are reported to the Department of Education

Requesting a review of an Eligibility Decision

If you disagree with an IHC eligibility decision:

  • Submit additional information to IHCSA for reconsideration
  • If still unresolved, request an internal review from the Department of Education within 13 weeks at childcareinternalreviews@education.gov.

Learn more about IHC Eligibility from the Department of Education website: https://www.education.gov.au/early-childhood/about/service-types/home-care/eligibility.

Need further assistance?

If your concern cannot be resolved with us, contact the Department of Education at inhomecare@education.gov.au.

Families, Providers and Services (and Educators)

In Home Care Support Agency
Phone: 1800 993 737
Email: info@ihcsa.au
www.ihcsa.au

Families

Service Australia
Phone: 1800 132 468
www.humanservices.gov.au/individuals/contact-us/complaints-and-feedback 

Providers and Services (and Educators)

Department of Education
Phone: 1300 667 276
Email: CCShelpdesk@education.gov.au 

QLD Ombudsman
www.ombudsman.qld.gov.au/make-a-complaint/makecomplaint

Department of Education
www.education.gov.au/

Fair Work Ombudsman
www.fairwork.gov.au/

Contact usFeedback and complaints formFeedback and complaints policy