Feedback & Complaints
Your feedback helps us improve. If something isn't right, we want to know — and we'll make it right.
Send Us Feedback
Our Complaints Process
We take every complaint seriously. Here's how we handle them:
You submit your complaint
Use the feedback form above (select 'Complaint'), email us at hello@royalcaregroup.com.au, or contact us through any channel. You'll receive a reference number immediately.
We acknowledge within 2 business days
We'll confirm we've received your complaint, assign it to the right person, and let you know what to expect.
We investigate and respond
We aim to resolve most complaints within 10 business days. Complex matters may take up to 30 days — we'll keep you updated on progress.
Resolution and follow-up
We'll tell you what we found, what action we're taking, and check that you're satisfied with the outcome.
Escalation (if not satisfied)
If you're not happy with our response, you can escalate to the relevant external body listed below.
External Complaints & Reporting Bodies
If you're not satisfied with our response, or if you need to report an issue directly to an Australian authority, you can contact the following organisations. These are official government bodies — free to use and independent.
Office of the Australian Information Commissioner (OAIC)
For privacy complaints — if you believe your personal information has been mishandled, breached, or misused.
ACCC (Australian Competition & Consumer Commission)
For consumer rights complaints — misleading conduct, unfair contract terms, refund disputes, or product safety concerns.
NDIS Quality & Safeguards Commission
For complaints about NDIS supports and services — quality, safety, or conduct of NDIS providers and workers.
Australian Cyber Security Centre (ACSC)
To report a cyber security incident, data breach, or vulnerability affecting you or your business.
Scamwatch — National Anti-Scam Centre
To report scams, fraud, or suspicious activity. Run by the ACCC.
Consumer Affairs Victoria
For consumer disputes with Victorian businesses — product issues, service complaints, fair trading concerns.
Reporting a Data Breach or Security Incident
If you suspect a data breach or security vulnerability affecting your account or data held by Royal Care Group, please contact us immediately:
Email: hello@royalcaregroup.com.au (subject: "URGENT — Security Incident Report")
Under the Notifiable Data Breaches scheme, we are required to assess potential breaches promptly and notify affected individuals and the OAIC where a breach is likely to result in serious harm. You can also report cyber security incidents directly to the Australian Cyber Security Centre.
Contact Us Directly
Royal Care Group Pty Ltd
ABN 76 684 189 320
Email: hello@royalcaregroup.com.au
SMS: 0485 024 444
We're committed to transparency and continuous improvement. Every piece of feedback — positive or negative — helps us build better products and services.
