Ason Towers Care Hub – Complaints & Escalation Policy

Last updated: January 2026

1. Purpose

This Complaints & Escalation Policy explains how Ason Towers Care Hub handles complaints relating to platform use while clearly distinguishing between:

• platform issues, which Ason Towers may review
• service delivery matters, which remain the responsibility of Providers and Workers

2. Scope of Complaints We Handle

We accept and review complaints relating to:

• misuse of the Platform
• inaccurate or misleading listings
• breaches of Terms or Platform Policies
• inappropriate content or behaviour on the Platform
• safety concerns relating to Platform interactions

Complaints we do NOT adjudicate

Ason Towers Care Hub does not determine or adjudicate disputes relating to:

• care quality or outcomes
• employment terms or pay
• clinical decisions
• professional negligence

These matters must be addressed with:

• the relevant Provider
• the employer or organisation
• the appropriate regulator

3. How to Lodge a Complaint

Complaints may be submitted via:

• in-platform reporting tools
• our published support email or contact form

A complaint should include:

• the complainant’s contact details
• the account, profile, or listing involved
• a description of the issue
• any supporting evidence (screenshots, messages, dates)

Providing clear information helps us review the issue efficiently.

4. Initial Assessment

Upon receiving a complaint:

• it is logged securely
• we acknowledge receipt within a reasonable timeframe
• we review the complaint for urgency and potential risk

Complaints involving immediate harm or serious safety concerns may be prioritised.

5. Platform Review Process

Our review process may include:

• assessing relevant platform data
• reviewing reported content
• checking the matter against Terms of Use and Platform Policies

Possible platform actions

Depending on findings, we may take actions including:

• no action
• issuing warnings or education
• modifying or removing content
• suspending or terminating accounts

We are not required to disclose investigation details where this would compromise privacy, safety, or platform integrity.

6. Escalation & External Referrals

Where appropriate, we may:

• refer users to external regulators such as the NDIS Quality and Safeguards Commission
• refer matters to the Aged Care Quality and Safety Commission
• recommend contacting police or emergency services
• provide links to support services or reporting bodies

Ason Towers Care Hub does not replace formal complaint pathways.

Users may still pursue complaints through appropriate regulators or legal channels.

7. Safeguarding & Vulnerable Persons

Where complaints involve children or vulnerable persons:

• we prioritise review from a platform risk perspective
• we may restrict account access while reviewing the issue
• users may be directed to statutory reporting bodies

Ason Towers does not conduct formal investigations into safeguarding allegations or determine legal fault.

8. Timeframes

We aim to:

• acknowledge complaints promptly
• resolve platform-related complaints within a reasonable timeframe

Complex matters may take longer depending on:

• the nature of the complaint
• availability of information
• involvement of external parties

9. Frivolous or Malicious Complaints

Ason Towers may take action where complaints are:

• abusive
• vexatious
• knowingly false
• made in bad faith

Platform measures may apply to protect community integrity.

10. Record Keeping

Complaint records are retained in accordance with the Data Retention & Deletion Policy.

Records may be used to:

• monitor platform safety
• identify recurring issues
• support compliance requirements

11. Policy Updates

This policy may be updated from time to time.

The most current version will always be published on the Platform.