At Hireup, we genuinely care about the safety of our community. For us, this means actively listening when we are asked questions, hearing when we receive feedback or complaints and acting in the best interests of our community now and into the future.

Principles

Hireup’s Values and the Statement on Complaints

This Statement on Complaints has been developed to support and embody Hireup’s five values. Each aspect of this Statement is a reflection of our commitment to these principles. This statement sets out how Hireup receives, handles, resolves and reports complaints and feedback, whether under the NDIS, Support at Home model or when acting as an associated provider. .

The Person is the Point

Person-Centred Approach: We ensure that all complaints are managed in a way that places the individual’s needs and perspective front and centre.

Empathy and Respect: We will treat every person with dignity, kindness, and respect. Our commitment is that every person with a complaint will be heard and their voice will be valued.

We Champion Choice

Empowerment Through Feedback: We encourage and champion our community to voice their complaints and concerns, ensuring that they feel empowered to influence outcomes.

Informed Decision-Making: We will provide clear and transparent information about the complaints process so that our community is empowered to make informed decisions.

We Live the Power of "Yes"

Openness and Optimism: We will approach all complaints with a mindset that seeks solutions and possibilities rather than focussing on challenges or limitations.

Flexibility and Adaptability: We are committed to continuously improving our complaints processes to meet the unique needs of each complaint, now and into the future.

We Use Business for Good

Ethical Handling: We are committed to managing each and every complaint ethically, transparently, and with an intent to create positive outcomes.

Impact-Driven Resolution: Our unwavering focus is on resolving complaints in a way that recognises our communities lived experience with disabilities, and that drives positive change and improves the overall experience for the community.

We push for the best

High Standards: We strive for excellence in the complaints handling process. We meet the commitments we make to our community, and the high standards we set for responsiveness and resolution.

Continuous Improvement: We use the feedback we get form our community to improve everything that we do, our services, our support and our steadfast pursuit to push for the best outcomes for all involved.

Principles

We apply the following principles to the management of complaints and feedback:

Openness

Hireup is open to receiving complaints and feedback, and we endeavour to ensure that all Users feel comfortable in providing feedback and making complaints. We welcome feedback and complaints as opportunities to improve the way that we provide services to our community.

Proactivity

Hireup values your insights and from time to time will actively seek feedback from our Users through surveys, phone check-ins and online features. We use the feedback we get from all of our Users to improve not only the way that we manage complaints, but the way we deliver all of our services.

Confidentiality

To the fullest extent permitted, Hireup will address all complaints in a confidential manner in line with our Privacy Policy. Only the people directly involved in making, investigating or resolving the complaint may access information about it. Hireup may have an obligation to investigate such complaints and, if required as part of that investigation, may need to inform those individuals involved in the complaint so we can fully understand the matter, investigate it and respond appropriately. We conduct all investigations carefully and will only share information on a need to know basis.

Responsiveness

Hireup will respond promptly to any feedback or complaint. We will communicate effectively with the relevant people throughout the process. We hold ourselves to a high standard and we have developed systems and processes that support a consistent, high quality response to any complaint that we receive.

Fairness and Equity

Hireup will ensure fair, consistent and proper procedures are followed in addressing complaints and feedback. We treat all complaints as valid, and are committed to ensuring that we review each complaint without bias. We respect and understand how culture, tradition, and other perspectives may inform a complaint and we resolve to manage all complaints with sensitivity and respect.

Safety and Dignity

Whether under NDIS or Support at Home, our first priority is to reduce risks of harm and safeguard a person’s dignity.

Continuous Improvement

Complaints and feedback help us strengthen services across NDIS and Aged Care.

What is a Complaint?

A complaint is an expression of dissatisfaction from a User about Hireup, its employees, operations or reputation. A complaint can be made by any service User, community member, family member, or advocate and may relate to a service you are unhappy about, a health or safety concern or an allegation of abuse or neglect.

What is Feedback?

Feedback is information which is provided with the intention of improving something e.g. a product, service or Support Worker’s performance. Feedback can be positive or negative and Hireup encourages you to share your thoughts with us. Feedback can provide opportunities for Hireup to improve the way we do things as individuals and as an organisation.

How to give feedback or make a complaint

You can share feedback or complaints at any time:

Online: Feedback or Complaint form on our website or via our social media channels:
Email: Hello@hireup.com.au or complaints@hireup.com.au
Phone: (02) 9113 5933 (8:00am - 5:30pm AEST)
In person: Speak with a Hireup staff member
Anonymously: If you prefer not to give your name

From time to time Hireup will reach out to proactively request your feedback and insights.

We may contact you via:

Emails or calls from Hireup Support Office;
Post Booking Feedback Forms;
Feedback Forms; or
Net Promoter Score Survey.

How to report a complaint or health and safety concern?

If your complaint is about someone you are working with on Hireup and you feel comfortable doing so, we recommend you attempt to contact them first to discuss your concerns; Hireup can assist you with this.

Tackling issues early can help to build stronger, more effective relationships. If this doesn’t address your concern or contact with the person is not appropriate, please contact Hireup. If you would like to raise your concerns with the person involved but require some support to do this, please don’t hesitate to contact Hireup. You can also make a complaint anonymously if that is your preference.

If your complaint relates to a health and safety issue, all parties have a shared responsibility to take immediate action to resolve the problem or to reduce any risk of harm to people or property. This responsibility looks different for every person, but at its core is a commitment to protect the wellbeing of all members of our community. The action taken may include stopping the task if there is an immediate risk of injury. It is the Support Worker's responsibility to report the issue to Hireup via the online incident report form or by calling Hireup on 02 9113 5933. This is particularly important if the issue cannot be immediately resolved so that Hireup can support all parties to find a suitable resolution.

The Complaint Forms and Incident Reports are monitored 24 hours per day, 7 days per week. If you or another person is in immediate risk of harm, please contact 000 for assistance.

Other ways to make a complaint

While we encourage you to raise concerns directly with us, if you do not feel comfortable making a complaint to Hireup, you can contact an external agency at any time for any reason. For example you may wish to contact the NDIS Quality and Safeguards Commission (complaints related to NDIS service delivery) or the Aged Care Quality & Safety Commission (complaints relating to Government funded Aged Care care service delivery).

Please see a full list of external agencies at the end of this statement.

You may also make a disclosure which may be protected under relevant laws in accordance with Hireup’s Speak Up Policy. Disclosure made under the Speak Up Policy will be managed in accordance with the terms of that policy.

It is important that any concerns are communicated with Hireup or another agency as soon as possible, so they can be addressed quickly.

What happens once you make a complaint or report a health and safety concern?

NDIS Services Complaints

Hireup will begin taking action as soon as practicable upon receiving your complaint where there appears to be a high risk of harm, abuse or neglect. Otherwise, Hireup will acknowledge receipt of your complaint as soon as possible after it is received. A record of your complaint will be made in our user contact system.
Hireup will make contact with you shortly after receiving your complaint to gather any further information that may be required, and give you information on what to expect from the process. We may also seek additional information from you or other stakeholders to assist us to understand the nature of your complaint.
Hireup will attempt to resolve your complaint within 21 working days of the complaint being made. However, it is important to note that this may take longer depending on circumstances or complexity of the complaint e.g. complaints with multiple issues, however, this will be communicated to you. You have the right to have a support person or advocate to assist you during the complaints process. If Hireup and the complainant are unable to resolve the complaint, we may seek to engage with an external agency (refer below) to assist us in resolving the matter satisfactorily. Such engagement is at Hireup’s sole discretion.
Hireup may decide an issue raised in a complaint is better dealt with through an investigation. This may include issues where we identify serious concerns and risks to people with disability or older Australians, such as allegations of abuse, assault or neglect. Unlawful conduct and criminal matters will be referred to the appropriate police or other authorities in each State, and we will continue to handle the non-criminal elements of the complaint. Hireup will inform you where appropriate if your complaint is being managed this way.
Once the complaint has been resolved, Hireup will communicate the outcome to you to the extent that it is appropriate for us to do so. This may include a summary of the process, confirmation as to whether the complaint was substantiated or not, and whether any action has been taken in response (however, we will not share the details of the action taken).
If you are dissatisfied with the outcome of your complaint, you can request for it to be reviewed. We will communicate the anticipated timeframes for the review. The outcome of the review will be final.

If you are not comfortable with any part of the Hireup complaints process, or you are not satisfied with the outcome of your complaint, you may wish to approach an external agency (details below).

Aged Care Services Complaints

When acting as an Associated Provider, and Digital Platform Operator, Hireup has additional responsibilities to ensure complaints are managed in line with the Aged Care Rules 2025 and Aged Care Act 2024. We are committed to providing a safe, high-quality service and we value your feedback. If you have a concern or a complaint, we want to make the process of raising it as simple and clear as possible. The following process outlines the steps we will take to manage and resolve complaints related to Aged Care services, including complaints about other Aged Care Registered Providers.

You also have the right to seek support from an independent advocate at any stage of this process.

Your Rights and Protections

All Clients receiving Support at Home or other government-funded Aged Care services have the same high level of protection and clear pathways for feedback as NDIS participants.

Complaints regarding these services fall under the oversight of the Aged Care Quality and Safety Commission. Hireup works closely with Registered Providers and regulators to ensure that every concern is both resolved by the relevant stakeholders and captured in mandatory national reporting.

Whether your concern is about Hireup directly a Registered Provider who helps you manage your package, or other service provider, we are here to help.

We will always receive and record your complaint, regardless of whether it relates to our platform or another provider’s services.
If it’s about Hireup: We will manage and resolve the matter directly with you.
If it’s about a Registered Provider: We will record the complaint, and,with your consent, share the complaint with that provider so they may address the complaint directly with you and report it in accordance with their obligations.

1. Acknowledging Your Complaint

Upon receiving your complaint, we will provide a formal written acknowledgement within three (3) working days. Your feedback will be recorded in our internal system to ensure efficient tracking and resolution.

In instances where a complaint involves risks of abuse, harm, neglect, or unlawful conduct, it may be classified as a serious incident under the Aged Care Serious Incident Response Scheme (SIRS). In such cases, we are legally mandated to report the matter to your Registered Aged Care Provider and/or the Aged Care Quality and Safety Commission, even if you choose not to proceed with the formal complaint.

If a risk to your safety is identified, we will take the following immediate steps:

Safety and Wellbeing: Prioritising and ensuring your immediate physical and emotional safety.
Prompt Investigation: Commencing a formal investigation into the matter as soon as possible.
Mandatory Reporting: Notifying the Aged Care Quality and Safety Commission and/or your Registered Aged Care Provider. Depending on the severity, this will occur within 24 hours or 30 days.
Continuous Support: Guiding you through every stage of the process, which includes facilitating connections to independent advocacy services at your request.

2. Understanding Your Complaint

Shortly after acknowledging your complaint, a member of our team will contact you. The purpose of this conversation is to:

Understand the full details of your concerns.
Gather any further information we might need.
Explain the next steps in the process and what you can expect from us.

To ensure a fair and thorough review, we may also need to seek information from other relevant parties.

3. Complaints About Your Registered Aged Care Provider

When acting as an Associated Provider, we work closely with your Registered Aged Care Provider to ensure you receive safe and high quality support. If your complaint relates to care or services delivered by your Registered Aged Care Provider, we will work with you to address the issue.

We will:

Acknowledge and record your complaint as part of our responsibility to support you.
Assess the urgency of your complaint to determine if there is an immediate risk to your safety or wellbeing and act accordingly.
Help you understand your options for resolving the concern.
Assist you in contacting your Registered Aged Care Provider or, with your consent, contact them on your behalf.
Remain available to support you throughout the resolution process, even if your Registered Aged Care Provider is leading the investigation.

4. Escalating an Unresolved Complaint

If, with your consent, we have referred your complaint to your Registered Aged Care Provider and they do not respond after we have attempted to contact them three (3) times over a 14-working-day period, we will escalate the matter to the Aged Care Quality Safety Commission on your behalf.

You can learn more about the Aged Care Quality Safety Commission’s complaints process on their website: www.agedcarequality.gov.au/making-complaint

5. If You Change Your Mind

You have the right to withdraw your complaint at any time. If you withdraw your complaint after we have already referred it to your Registered Aged Care Provider or the Aged Care Quality Safety Commission (as appropriate), we will notify them of your withdrawal within two (2) working days.

6. Resolution and Communication

We are committed to resolving all complaints in a timely and fair manner. Our resolution timeframes are consistent across all our services, including Aged Care and Disability Support.

Once the process is complete, we will communicate the outcome of the complaint to you.