Feedback and Complaints
We Want to Hear From You
At Aspire Hub, we are committed to delivering safe, respectful, and high-quality supports that empower the people we work alongside. Your feedback helps us improve our services, strengthen our practices, and ensure we continue providing positive outcomes for participants, young people, families, carers, and the wider community.
We welcome compliments, feedback, concerns, and complaints from participants, families, carers, advocates, staff, external stakeholders, and members of the public. All feedback is taken seriously and managed in a fair, respectful, and confidential manner in line with our values and commitment to continuous improvement.
How Can I Provide Feedback or Make a Complaint?
Phone
(07) 3074 9440
Online Form
Complete our online feedback and complaints form.
Level 2/106 City Road,
Beenleigh QLD 4207
What Can I Provide Feedback About?
You have the right to provide feedback or make a complaint about any aspect of our services, including:
· The quality of supports or services provided
· A staff member, support worker, or representative of Aspire Hub
· How you or someone else was treated
· Communication, safety, or service delivery concerns
· Suggestions on how we can improve
· Positive experiences or compliments you would like to share
We value all feedback as an opportunity to learn, improve, and recognise good practice.
How We Will Respond
When we receive your feedback or complaint, we will acknowledge it as soon as possible, either verbally or in writing. We aim to manage all matters fairly, respectfully, and promptly.
The way we respond will depend on the nature and seriousness of the concern. Where appropriate, we will:
· Keep you informed throughout the process
· Work with you to understand the issue and desired outcome
· Take reasonable steps to resolve the matter promptly
· Identify improvements to reduce the likelihood of the issue occurring again
If we are unable to resolve the matter immediately, we will explain why and discuss the next steps available to you, including options for escalation or external review.
Privacy and Confidentiality
Aspire Hub is committed to protecting your privacy and confidentiality throughout the complaints and feedback process.
You may choose to provide feedback anonymously if you wish. Information relating to complaints will only be shared with individuals directly involved in reviewing or resolving the matter.
We want everyone to feel safe and comfortable raising concerns without fear of disadvantage or negative impact to their supports or services.
