Grievance & Complaints Policy
Transparent, fair, and timely resolution for all feedback and concerns
1. Purpose & Commitment
MedHireHub is committed to providing high-quality healthcare staffing services across Sydney and NSW. We recognise that feedback, complaints, and grievances are valuable opportunities to improve our services, address concerns, and strengthen relationships with aged care facilities, NDIS providers, participants, and staff.
This policy ensures all complaints are handled fairly, transparently, and promptly, in accordance with the Aged Care Quality Standards, NDIS Code of Conduct, and Australian Consumer Law.
2. Who Can Make a Complaint
MedHireHub accepts complaints and feedback from:
Aged Care Facilities
Directors of Nursing, facility managers, and care coordinators regarding staff performance, compliance, or service delivery
NDIS Providers
Registered NDIS providers and support coordinators regarding support worker conduct, competency, or scheduling
NDIS Participants
Self-managed and plan-managed participants regarding support worker conduct, care quality, or service outcomes
Healthcare Staff
MedHireHub employees and contractors regarding workplace concerns, rostering issues, or management practices
Families & Carers
Family members, guardians, and authorised representatives advocating for aged care residents or NDIS participants
Regulators & Advocates
Aged Care Quality and Safety Commission, NDIS Commission, and authorised advocacy organisations
3. Complaint Categories
Service Quality
Concerns about staff competency, punctuality, professionalism, or adherence to care plans
Staff Conduct
Allegations of inappropriate behaviour, boundary violations, discrimination, or breaches of the NDIS Code of Conduct
Compliance & Safety
Issues related to medication management, infection control, manual handling, or regulatory compliance
Communication
Problems with responsiveness, clarity, or timeliness of communication from MedHireHub staff or management
Billing & Pricing
Disputes about invoicing, pricing, NDIS rate alignment, or payment terms
Rostering & Availability
Concerns about fill rates, staff continuity, last-minute cancellations, or scheduling errors
4. How to Make a Complaint
MedHireHub provides multiple accessible channels for submitting complaints. You can use whichever method is most comfortable for you.
Online Form
Structured form via our website feedback page
Available via Contact pageAnonymous option availableWritten complaints by post
MedHireHub, 4 Australis Way, Gables NSW 2765Acknowledged within 5 business daysAnonymous complaints: MedHireHub accepts anonymous complaints where the complainant fears reprisal. While anonymous complaints may limit our ability to investigate fully, we will assess the information provided and take appropriate action where possible.
5. Why MedHireHub's Complaint Handling is Different
Unlike general staffing agencies that may treat complaints as administrative burdens, MedHireHub views every complaint as an opportunity to improve our aged care and NDIS staffing services across Sydney and NSW.
Traditional Staffing Agencies
- No dedicated complaints officer or process
- Limited or no formal acknowledgment system
- Complaints may be ignored or deferred to the facility
- No structured investigation or corrective action process
- Minimal or no regulatory notification pathways
MedHireHub Healthcare Staffing
- Dedicated Client Services Manager for complaint handling
- Written acknowledgment within 24 hours for all complaints
- Impartial investigation with structured resolution pathway
- Corrective action planning with measurable outcomes
- Established regulatory notification to ACQSC, NDIS Commission, and NSW Health
Our complaint handling process is integrated with our clinical governance framework, ensuring that every concern leads to systemic improvement. We do not simply resolve individual complaints — we use feedback to enhance our vetting, training, and placement matching processes.
6. Complaint Handling Process
Acknowledgment
MedHireHub targets acknowledgment within 24 hours of receiving a complaint, sending written confirmation of receipt, outlining next steps, and providing a contact person for the complainant.
Assessment & Triage
Our Client Services Manager assesses the complaint severity, determines the appropriate investigation pathway, and identifies any immediate actions required to protect consumer safety or service continuity.
Investigation
We gather evidence, interview relevant parties (with consent), review documentation, and analyse the facts. The investigation is conducted impartially by a staff member not directly involved in the subject of the complaint.
Resolution
We develop a resolution plan which may include: apology, service correction, staff retraining, process improvement, refund or credit, or other remedial actions appropriate to the complaint.
Communication
We provide a written outcome letter explaining the investigation findings, actions taken, and any preventative measures implemented. The complainant has 14 days to request further review if dissatisfied.
Follow-Up
We contact the complainant 30 days after resolution to confirm satisfaction and verify that corrective actions have been effective.
7. Timeframes
Timeframes are targets based on best practice standards recommended by the Aged Care Quality and Safety Commission. If a complaint cannot be resolved within the target timeframe, MedHireHub will contact the complainant with an explanation and a revised timeline.
8. Escalation & External Review
If a complainant is not satisfied with MedHireHub's resolution, they may escalate their complaint:
- Internal Escalation: Request review by the Managing Director. The review will be conducted by a senior staff member not previously involved in the complaint.
- External Escalation — Aged Care: Contact the Aged Care Quality and Safety Commission (ACQSC) via 1800 951 822 or www.agedcarequality.gov.au
- External Escalation — NDIS: Contact the NDIS Quality and Safeguards Commission via 1800 035 544 or www.ndiscommission.gov.au
- External Escalation — General: Contact the NSW Ombudsman via 1800 451 524 or www.ombo.nsw.gov.au
- Advocacy Support: Complainants may seek support from OPAN (Older Persons Advocacy Network) for aged care matters or an NDIS advocate for disability matters.
9. Confidentiality & Protection
MedHireHub treats all complaints confidentially. Personal information is handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We do not tolerate victimisation of anyone who makes a complaint in good faith.
- Complaint records are stored securely and access is limited to authorised personnel
- Staff who raise concerns are protected from dismissal, demotion, or harassment
- Anonymous complaints are investigated to the extent permitted by available information
- Complaint outcomes inform training and policy improvements without identifying individuals
10. Continuous Improvement
Complaint data is analysed quarterly to identify trends, systemic issues, and improvement opportunities. Findings inform:
- Staff training program enhancements
- Recruitment and screening process updates
- Policy and procedure reviews
- Client communication improvements
- Risk mitigation strategy development
11. Contact
For complaints, feedback, or questions about this policy, contact MedHireHub's Client Services team.