What you can raise
Clients, families, representatives, providers and other people involved with a Lumos service can contact us about feedback, concerns, complaints or service issues. This may relate to communication, conduct, scheduling, privacy, safety, service quality or another part of your experience.
How to contact us
You can call 0420 769 918 or use the website contact form. Please explain what happened, what outcome you are seeking and how you would prefer us to contact you.
You may ask a family member, representative or advocate to help you raise a concern. We may need further details so that we can understand and review the matter appropriately.
What happens next
Lumos will acknowledge the concern through an appropriate contact channel, consider the information available and discuss practical next steps. We will aim to communicate clearly and respectfully throughout the process.
Raising a concern will not affect your right to receive respectful service.
Privacy and urgent safety
Complaint information will be handled with appropriate regard for privacy and only shared where reasonably necessary to review or respond to the matter. This contact pathway is not an emergency service. Call 000 if someone is in immediate danger or needs urgent medical help.