Ason Towers Care Hub – Incidents & Complaints Policy
(Consumers, Providers & Workers)
Effective Date: 16/01/2026
Last Updated: 16/01/2026
1. Introduction and Purpose
Ason Towers Care Hub (“Ason Towers”, “we”, “us”) is committed to supporting a safe, respectful and trustworthy platform for connecting people across aged care, NDIS-related disability supports, and allied health services. We also host and promote job listings, events and webinars and provide resources intended to help users make informed decisions.
This policy explains how we receive, manage and respond to incidents and complaints connected to the Platform. It is designed to be consistent with good practice complaints handling in Australia, including principles reflected in relevant Australian Standards and safeguarding expectations across disability and aged care sectors.
This policy does not replace:
• emergency response procedures (call 000 in emergencies)
• a Provider’s or Worker’s legal and regulatory obligations
• formal complaints pathways with relevant regulators (e.g., NDIS Commission or Aged Care Quality and Safety Commission)
2. Definitions
Complaint
A complaint is an expression of dissatisfaction made to or about Ason Towers regarding our Platform, services, policies, staff, communications, fees (if any), or the handling of a previous complaint, where you expect a response or resolution.
We do not actively monitor third-party social media for complaints, although we may respond where we become aware of them.
Incident
An incident is any act, omission, event, or circumstance that causes or could reasonably cause harm, risk, or serious concern connected to Platform use.
This includes incidents that occur:
• on the Platform (e.g., harassment, scams, impersonation)
• during or following a service arrangement initiated through the Platform (e.g., alleged abuse, neglect, violence, serious misconduct, serious safeguarding concerns)
Dispute
A dispute is an unresolved complaint or incident outcome that has been escalated for internal review or referred externally.
Vulnerability
We recognise some people may be more vulnerable to detriment due to:
• disability
• older age
• literacy or language barriers
• trauma
• stress
• mental ill-health
• isolation
• financial pressure
• power imbalances
Regulated Restrictive Practice
Restrictive practices include seclusion and restraint types regulated in the disability context.
Ason Towers adopts a zero-tolerance approach to any use or promotion of restrictive practices through the Platform (authorised or not). Any allegation may result in immediate platform restriction and referral to appropriate bodies.
3. Scope
This policy applies to:
• Consumers (including participants, older people, family members, and representatives)
• Workers (independent support workers and individuals seeking or offering work)
• Providers (businesses, organisations, allied health practices, and agencies)
• Event/webinar hosts and attendees (where relevant)
4. Guiding Principles
Our incident and complaint handling is based on these principles:
4.1 People-focused and proactive
You have the right to raise concerns. We listen respectfully, respond promptly, and take reasonable steps to address safety and integrity concerns.
4.2 Accessibility
We aim to make reporting easy and accessible.
Complaints are free to lodge. We can support vulnerable users and provide information in plain English where practical.
4.3 Responsiveness
We acknowledge complaints and incidents within target timeframes.
We keep you informed about:
• what we are doing
• expected timeframes
• possible outcomes
4.4 Impartiality and fairness
We manage matters fairly and without bias.
Where appropriate, you may request internal review by someone not involved in the original decision.
4.5 Privacy and confidentiality
We handle personal information in line with our Privacy Policy.
Information is shared only where reasonably necessary for safety, investigations, compliance, or as required by law.
4.6 Accountability, learning and prevention
We record and analyse incident and complaint data to:
• identify systemic issues
• improve platform safety
• improve user experience
4.7 Safeguarding
We have zero tolerance for:
• violence
• abuse
• neglect
• exploitation
• discrimination
• harassment
Safeguarding allegations may result in immediate account restriction while risks are assessed.
5. What to Do in an Emergency
If you or someone else is in immediate danger, call:
000 (police / ambulance / fire)
If there is suspected criminal behaviour, you may also contact police directly.
Where we become aware of credible safety risks, we may also refer matters to relevant authorities.
6. Reporting, Receiving and Response Timeframes
6.1 How to report an incident or complaint
Reports may be submitted through:
• in-platform reporting tools and webforms
• support email/contact form published on the Platform
• phone support (where available)
• accessibility services (e.g., National Relay Service)
Reports should include (if possible):
• who was involved (profile name, listing link)
• what happened and when
• supporting information (screenshots/messages)
• the outcome you are seeking
• any support needs (interpreter, advocate)
Each report is logged with a reference number.
6.2 Acknowledgement timeframes (targets)
We aim to acknowledge:
Complaints:
within 3 business days
Incidents:
Incidents are categorised by urgency.
Level 5 (Major): acknowledge within 4 business hours (business days)
Level 4 (High): acknowledge within 8 business hours
Levels 1–3: acknowledge within 48 business hours
If reports occur outside business hours, acknowledgement may occur the next business day, unless there is a credible immediate safety threat.
7. Incident Management System (Platform-Only)
7.1 Incident categories (examples)
Incidents may include:
• threats, harassment, hate speech, stalking, discrimination
• sexual misconduct allegations
• suspected abuse, neglect, or exploitation of a vulnerable person
• fraud, financial exploitation, or identity impersonation
• unsafe conduct (e.g., intimidation, property damage)
• serious breaches of verification expectations
• attempts to arrange unlawful or unsafe services
• reports involving children or restrictive practices allegations
• suspected use of false qualifications, registrations, or checks
7.2 Assessment and triage
We assess incidents based on:
• severity and potential harm
• safeguarding risks
• urgency
• credibility and available evidence
• whether external referral may be required
7.3 Referral and external reporting
Ason Towers is not a regulator and does not replace statutory reporting pathways.
However, to protect users and meet safeguarding expectations, we may:
• refer parties to the NDIS Quality and Safeguards Commission
• refer matters to the Aged Care Quality and Safety Commission
• refer issues to AHPRA, police, child protection, or other bodies
We may also report matters directly where we reasonably believe:
• immediate harm may occur
• serious criminal conduct has occurred
• serious safeguarding concerns exist
7.4 Investigation and platform actions
Depending on the risk involved, we may:
• request additional information from parties
• review platform communications and account history
• restrict features while assessing risk (e.g., pause messaging)
• issue warnings or require corrective action
• remove content, listings, jobs, or event pages
• suspend or close accounts in serious cases
We do not determine:
• clinical negligence
• employment entitlements
• professional conduct outcomes
These matters may require regulatory or legal processes.
7.5 Support for affected users
Where appropriate, we may provide:
• guidance on next steps and external supports
• assistance using platform safety tools (blocking/reporting)
• help finding alternative providers or workers
This assistance does not imply liability for service outcomes.
8. Complaints Management System
8.1 What complaints may relate to
Complaints may relate to:
• platform functionality or access issues
• inaccurate or misleading listings
• billing or subscription matters
• moderation decisions
• user conduct on the platform
• event or webinar conduct hosted on the platform
• dissatisfaction with how an earlier complaint was handled
8.2 Handling process
We will generally follow this process:
- Record and acknowledge the complaint
- Assess what policy applies and whether safeguards are needed
- Investigate where appropriate
- Respond with outcome and reasons
- Close the complaint once actions are complete
Possible outcomes
Outcomes may include:
• education or warnings
• changes to listings or content
• limitation of access
• account suspension or closure
• referral to internal teams (product, billing, moderation)
• referral to external bodies
9. Escalation and Appeals (Internal Review)
If you are directly impacted by a decision, you may request an internal review.
9.1 How to request a review
Submit a written request through the Trust & Safety or complaints contact channel including:
• your reasons for requesting the review
• the complaint reference number
• any additional supporting evidence
9.2 Time limit
Requests for review should be made within 3 months of the decision.
9.3 Review process and timeframe
We aim to decide internal reviews within 21 days, depending on complexity.
9.4 External referral options
If you remain dissatisfied, we may refer you to appropriate external bodies, including:
• NDIS Quality and Safeguards Commission
• Aged Care Quality and Safety Commission
• AHPRA (for registered practitioners)
• state or territory health complaints commissioners
• police or consumer protection bodies
Further guidance may be provided through our Regulator Contact Directory.
10. Platform Safety Measures
To protect users and maintain safe conduct standards, Ason Towers may apply safety measures including:
• limited access (messaging restrictions or feature blocks)
• temporary account suspension
• permanent account closure
• listing or content removal (including jobs, events, or webinars)
These measures may be applied where there is:
• serious misconduct or credible risk of serious harm
• fraud or financial exploitation
• abuse, neglect, or exploitation allegations
• revoked or invalid screening or verification evidence
• ongoing patterns of misconduct
• external investigations suggesting unacceptable risk
Temporary restrictions may be applied while an external investigation is ongoing.
11. Roles and Responsibilities (Internal)
Ason Towers maintains responsibility for ensuring this system functions effectively.
This includes:
• leadership accountability for safeguarding posture
• trained staff handling incident and complaint intake
• consistent documentation and decision-making
• periodic reporting of trends and systemic risks
• review pathways for significant restrictions or closures
(Internal roles and committee structures may be added once governance is finalised.)
12. Records, Privacy and Data Use
Incident and complaint records are retained in accordance with the Data Retention & Deletion Policy.
De-identified trend data may be used to:
• improve safety controls
• identify systemic issues
• prevent recurrence
13. Policy Review and Continuous Improvement
This policy is regularly reviewed to ensure:
• accessibility and fairness
• timely response and effective risk triage
• appropriate safeguarding pathways
• continuous learning from complaint trends
14. Contact
Incident and complaint reporting channels will be published on the Platform.
In emergencies, call 000.