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    Eluma · Feedback

    Complaints & Compliments

    Your feedback helps us improve. We welcome both compliments and complaints.

    Last updated: May 2026

    1. Introduction

    At Eluma, we are committed to providing high-quality services and support. We value all feedback, whether it's a compliment about something we've done well, or a complaint about something we could improve.

    Everyone has the right to provide feedback, make a complaint, or raise a concern without fear of retribution. All feedback is treated confidentially and used to improve our services.

    2. Sharing a Compliment

    If a team member or service has made a positive difference, we'd love to hear about it. Compliments help us recognise great work and continue to deliver the support that matters most.

    You can share a compliment by:

    • Calling us on 1300 131 805
    • Emailing office@eluma.au
    • Speaking with any member of our team in person

    3. Making a Complaint

    If you are unhappy with any aspect of our services, we encourage you to let us know so we can work to resolve the issue promptly and fairly.

    How to make a complaint

    1. 1.Contact our office. Call 1300 131 805 or email office@eluma.au
    2. 2.Describe the issue. Let us know what happened, when it occurred, and who was involved
    3. 3.Tell us the outcome you'd like. This helps us understand how to best resolve the matter

    What to expect

    • We will acknowledge your complaint within 2 business days
    • We aim to resolve complaints within 10 business days
    • You will be kept informed throughout the process
    • All complaints are documented and reviewed to improve our services

    Download Complaints Form

    You can also download and complete our complaints form, then email it to office@eluma.au or post it to our office.

    Download Complaints Form (PDF) →

    4. External Bodies

    If you are not satisfied with how we have handled your complaint, or you would prefer to speak with an independent organisation, you can contact any of the following bodies:

    • NDIS Quality and Safeguards Commission1800 035 544
    • Disability Services Commissioner1800 677 342
    • Office of the Public Advocate1300 309 337
    • Health Complaints Commissioner1300 582 113
    • Victorian Equal Opportunity & Human Rights Commission1300 292 153
    • Victorian Ombudsman03 9613 6222
    • Human Rights Commission1300 656 419
    • Australian Department of Education and Training1300 566 046
    • Victorian Department of Education and Training1800 809 834

    5. Contact Us

    If you have any questions about this process, please don't hesitate to reach out.

    • Phone: 1300 131 805
    • Email: office@eluma.au
    • Address: Suite 24, Level 2, 66 Victor Crescent, Narre Warren VIC 3805
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