Feedback and complaints: Lifetime Care and Workers Care

Let's talk about it.

If you're unhappy about something or wish to make a complaint, talk to your Lifetime Care or Workers Care contact. They may be able to rectify your concerns immediately.

If you'd prefer, you can also use the complaints form, phone, post or email us using the details below:

Phone: 1300 738 586

Email: care-requests@icare.nsw.gov.au

Mail:
Lifetime Care | Workers Care
Sydney
GPO Box 4052
Sydney NSW 2001 

Feedback and complaints form

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  • What help can I get to make a complaint?

    Your family member, friend or representative can talk to us on your behalf.

    You can also make a complaint in your preferred language. Let us know if you'd like to use an interpreter to speak to us or if you'd like any documents translated. You can also call Associated Translators and Linguists on (02) 9231 3288.

  • When will you respond to my complaint?

    We will contact you within two business days of receiving your complaint. If we need more time to resolve your complaint, we'll explain why and will keep you informed of our progress along the way.

    You also have access to an impartial and external support and advocacy service to assist you to make a complaint to us. 

    There is no requirement for you to use a support and advocacy provider if you want to make a complaint. If you feel comfortable and confident with the complaint process and do not need this help, you do not need to use it.

    You can also give anonymous feedback; however, we won't be able to tell you the outcome of any action we have taken.

  • Who should I contact if I’m still unhappy?

    The Scheme Integration & Resolution Team can review your complaint if you're unhappy with the response you receive. You can ask your Lifetime Care/Workers Care contact to refer you to the Scheme Integration & Resolution Team and/or have your complaint considered by a senior representative. Call our switchboard on 1300 738 586 or email:

    You can also take your complaint to the NSW Ombudsman at any time. If you're in the Workers Care Program, you can take your complaint to the Independent Review Office at any time.

    NSW Ombudsman

    Independent Review Office

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