Complaints policy
Last updated: 15 October 2026
SolDirectory complaints policy
7.1 Our commitment
We welcome complaints and feedback. They help us fix problems and improve SolDirectory. Making a complaint will never affect how we treat you, your requests or your account.
7.2 What you can complain about
- SolDirectory itself: a request, the matching process, our website, our staff, a listing, billing, or how we handled your personal information
- how a listed provider or worker used information they received through SolDirectory, or a misleading profile
Complaints about the quality or safety of supports a provider delivers should also go to the relevant regulator (see section 7.6). We’ll help you find the right place.
7.3 How to make a complaint
- Email: directory@solbusinessconsultant.com.au
- Phone: 0460 003 494, Monday to Friday, 8am to 5.30pm
- Post: Complaints, SolDirectory, 97 John St, Glenroy VIC 3046
- Online: the “Report” link on any listing or in your request tracker
You can complain in any way that suits you, including verbally. Someone else, such as a family member, carer, friend or advocate, can complain for you. If you need an interpreter, call the Translating and Interpreting Service on 131 450 and ask them to call us. If you’re deaf or have a hearing or speech impairment, contact us through the National Relay Service on 133 677. You can make an anonymous complaint, though that may limit what we can do.
7.4 What we’ll do
- Acknowledge your complaint within 2 business days.
- Assess it, ask any questions we need, and tell you who’s handling it.
- Investigate fairly, giving anyone affected a chance to respond.
- Respond in writing with what we found and what we’ll do, aiming to finish within 30 days. If it’ll take longer, we’ll tell you why and keep you updated.
- Act , for example by correcting a listing, pausing or removing a provider’s profile, deleting information, or refunding a fee.
We keep complaint records confidential and secure, and use what we learn to improve our service.
7.5 If you’re not satisfied with our response
You can ask for a review by our director. If you’re still not satisfied, you can contact an external body.
7.6 External complaint and support services
| About | Contact |
|---|---|
| An NDIS provider’s or worker’s supports or conduct | NDIS Quality and Safeguards Commission, 1800 035 544, ndiscommission.gov.au |
| An aged care provider | Aged Care Quality and Safety Commission, 1800 951 822, agedcarequality.gov.au |
| How your personal information was handled | Office of the Australian Information Commissioner, 1300 363 992, oaic.gov.au |
| Consumer issues in Victoria | Consumer Affairs Victoria, 1300 55 81 81, consumer.vic.gov.au |
| Misleading conduct or consumer rights nationally | Australian Competition and Consumer Commission, accc.gov.au |
| Disability discrimination, including website access | Australian Human Rights Commission, 1300 656 419, humanrights.gov.au |
| Free help from an aged care advocate | Older Persons Advocacy Network, 1800 700 600, opan.org.au |
| Finding disability advocacy and services | Disability Gateway, 1800 643 787, disabilitygateway.gov.au |
If someone is in immediate danger, call 000.
Contact
Sol Business Consultant Pty Ltd (ABN 20 662 022 522), 97 John St, Glenroy VIC 3046. Email directory@solbusinessconsultant.com.au. Phone 0460 003 494 (Monday to Friday, 8am to 5.30pm Melbourne time).