Feedback & Complaints

At HOMELife Technology, we want every customer, family and participant to feel respected, supported and listened to.

Your feedback helps us improve our products, information, delivery and support. If something has not met your expectations, please let us know so we can try to put it right.

Need help with an order, return or warranty?

Most product, delivery, return, exchange and warranty questions can be resolved quickly by our customer support team. You are welcome to contact us first and we will do our best to help.

Making a complaint

You can make a complaint if you are unhappy with our products, communication, delivery, support, complaint handling, or another part of your experience with HOMELife Technology. You can also ask a family member, carer, nominee, advocate or representative to help you or speak on your behalf.

You can contact us by:

  • Phone: (02) 7228 7211
  • Email: support@homelife.technology
  • Online: use our Feedback and Complaints Form
  • Post: Director, HOMELife Technology Pty Ltd, Unit 718, 1C Burdett Street, Hornsby NSW 2077

Anonymous complaints

You can make a complaint anonymously. Please leave your name and contact details blank if you do not want to identify yourself. We will still review the information you provide, although we may not be able to ask follow-up questions or tell you the outcome if we do not have a way to contact you.

What happens next?

We will acknowledge formal complaints within 2 business days where contact details are provided. We will review the matter fairly, keep you updated where possible, and aim to resolve most formal complaints within 21 working days. If we need more time, we will explain why and provide an updated timeframe.

Your rights

You have the right to make a complaint without it affecting your access to HOMELife products or support. You have the right to be treated with respect, to have someone support you, to receive information in a way you can understand, and to be told the outcome where contact details are provided.

Privacy

We handle complaint information confidentially and use it only to manage the complaint, improve our processes, or meet legal or regulatory obligations. For more information, please see our Privacy Policy.

If your concern involves safety or harm

If there is immediate danger, call 000. If your concern involves harm, risk of harm, abuse, neglect, exploitation, discrimination, a serious product safety concern or a privacy concern, we will escalate it to the Director and manage it under the appropriate HOMELife process.

NDIS participants

If you are an NDIS participant, family member, carer, nominee or advocate, you can also contact the NDIS Quality and Safeguards Commission at any time. Phone 1800 035 544, TTY 133 677, use the National Relay Service and ask for 1800 035 544, or visit ndiscommission.gov.au.