How to Complain About a Support Worker: Steps That Work
26 October 2026
If you are unhappy with a support worker, start by saying so clearly and calmly, then put the problem and what you want changed in writing. A plain conversation can sort out a concern about timing, tasks or communication. If it cannot, you can step back from the arrangement.
This guide sets out the steps in order: what to write down, how to raise the problem, when to end the arrangement and where to take a serious concern. It is practice-based guidance, not legal advice.
Decide what kind of problem it is
The right step depends on how serious the problem is. It helps to sort it into one of three groups before you do anything.
A day-to-day problem: late arrivals, tasks done differently from what you asked, or something said that felt careless.
A problem with the agreement: more hours charged than agreed, tasks outside what you set out, or a rate that changed without a conversation.
A safety or conduct concern: anything that put you or someone you care for at risk, or that felt like a breach of trust.
A safety concern is not something to wait on.
Write down what happened
Before you speak to anyone, make a short note while the details are fresh. A few lines are enough.
The date and time. When did it happen, and which visit was it?
What happened. Describe what you saw or heard, not what you assume the reason was.
What you expected. Refer to what you agreed, such as the tasks, the hours or the rate.
Who else was there. A family member or neighbour who saw it can confirm the facts later.
Keep any messages, invoices or timesheets that relate to the problem. Notes made at the time are easier to rely on than memory a month later.
Raise it with the support worker first
For a day-to-day problem, talk to the support worker directly, at a quiet moment and not in the middle of a task. Say what you noticed, say what you would like to happen, and ask for their view. A person may not know there is a problem until someone tells them.
Keep the tone steady and specific. "Visits have been starting late, and I need them to begin at the agreed time" is easier to act on than "you are never on time". Agree on what will change and when you will check in again.
Put it in writing if it continues
If the same problem returns, send a short message or email that repeats what you discussed. Name the problem, say what you agreed last time and say what you need from now on. Keep a copy.
A written message gives both of you the same record to work from. It also makes your request hard to misunderstand. Our guide to setting up agreements with support workers explains why a written reference point helps whenever something needs checking later.
Check what you agreed
Some problems come down to what was agreed at the start. Re-read your agreement, or the notes you made when you set up the arrangement, and compare them with what happened. If the agreement is unclear, that is worth fixing as part of the conversation.
Independent support workers on CareVicinity are independent contractors; CareVicinity does not employ or assign them as staff. That means the arrangement is between you and the support worker, so your own agreement is the best guide to what each of you expected. If an agency or a registered provider is involved in your care, ask that organisation about its own complaints process.
When to end the arrangement
You do not have to keep an arrangement that is not working. If the problem continues after you have raised it in person and in writing, or the trust has gone, it is reasonable to end it.
Give the support worker clear notice in writing, say the last date you want them to attend and settle any hours already worked. Keep the message short and factual. Our guide to hiring a support worker can help you start again with the lessons from this one.
Serious concerns and registered health practitioners
Some concerns are too serious to handle between the two of you. If something may be a crime, tell the police. Ahpra's page on raising a concern says: "If your concern is a crime such as sexual assault, it should also be reported to the police."
If the person is also a registered health practitioner, Ahpra's page on raising a concern says: "We can look into safety concerns raised about registered health practitioners, students and unregistered people claiming to be health practitioners." The page also explains where to raise a concern in each state, so check it before you decide where to take yours.
CareVicinity is the marketplace: it does not employ clinicians and does not provide, deliver, supervise, manage or clinically oversee any service, including nursing or allied health.
Questions people ask
Can I complain about a support worker if I have no written agreement?
Yes. You can still describe what happened and what you expected. Use your notes, messages and invoices as your record, and agree what you want in writing from now on.
Should I tell the support worker before I take it further?
For a day-to-day problem, it is fair to give them the chance to put it right first. For a safety concern or a possible crime, you do not need to warn them before you seek help.
What if I am worried about being treated badly for raising it?
Ask a family member or someone you trust to be with you for the conversation, and keep your notes. If you feel unsafe, step back from the visit and get help first.
Can I find a different support worker?
Yes. You can end the arrangement and look for someone new. Read about what a first in-home support visit looks like to know what to agree on from the start.
Where to go next
If you are a support worker and want to know how independent work through CareVicinity starts, visit the Deliver Care page.
Sources
Ahpra, How to raise a concern about a health practitioner, read 26 October 2026.
CareVicinity guides linked above, read on 26 October 2026.
Everything else in this article is practical guidance. Your own agreement and any organisation's policy set the rule for your situation.