Misconduct. Breach of a law. Contravention of the Aged Care Act. 

Say something if you reasonably suspect misconduct – like a breach of the Age Care Act, the Corporations Act or other legislation – by an officer or employee of Lutheran Services.  

Say something quickly if the suspected misconduct constitutes a danger to other people.  

Read our policy for the exact definition of disclosable matters. [LINK] 

There are many ways to share feedback with Lutheran Services. We welcome and value all feedback. Your voice matters. It helps us understand what’s working well and what could be better. It’s easy to share your compliments, comments and complaints. There are several ways you can let us know what you think.

Speak to a manager:  When should I do this?

We encourage you to speak with a manager first. Many concerns can be resolved quickly and easily this way. We appreciate not all matters can be addressed this way. 

Say something in-person, in writing, over the telephone, by email: you have numerous options.

Give feedback here 

How do I make a report ?

To make an “Online” report please click on the ‘Make a Report’ button.

You will be redirected to a new page where you need to enter the “Unique Key”which is “lutheran2026“

What happens when I lodge a report?

When you lodge a report, you will be provided with your own unique number which will be up to 20 characters long. Please keep a record of the unique number. It will be important if you wish to resume a report, upload more information for your disclosure or monitor progress of your disclosure.

How anonymous is my report?

You will be asked to report the wrongdoing on an electronic form which is entirely between you and WBS. Your identity, information and privacy will be protected by secure 256-bit encryption and you will be able to upload documentation and/or other evidence that you may have to support your information.

Please bear in mind that the information you disclose may mean that:

• You can be identified – please ensure that the information is focused on what happened and not necessarily how it was observed
• You might disclose your identity (through position/title/role or the connection with the people with whom you have a concern)

How do I make a Phone Report?

To make an “Phone ” report please call the following numbers:

Australia: 1300 687 927 –   24 Hours  / 7 Days per week 

You will be asked to supply the same information to validate your report. When asked for the “Unique Key” please state “lutheran2026”  to the support person.

What happens when I lodge a report?

When you lodge a report, you will be provided with your own unique number which will be up to 20 characters long. Please keep a record of the unique number. It will be important if you wish to resume a report, upload more information for your disclosure or monitor progress of your disclosure.

How anonymous is my report?

You will be asked to report the wrongdoing verbally which is entirely between you and WBS. Your identity, information and privacy will be protected.

Please bear in mind that the information you disclose may mean that:

• You can be identified – please ensure that the information is focused on what happened and not necessarily how it was observed
• You might disclose your identity (through position/title/role or the connection with the people with whom you have a concern)

Anyone making a disclosure must:

• act in ‘good faith’
• have reasonable grounds for believing the information disclosed indicates a wrongdoing

If your disclosure is not made in good faith or is found to be vexacious, malicious, deliberately misleading or frivolous, you may be prosecuted under the Whistle Blowing Protection Authority and Acts and you may be subject to disciplinary action including dismissal.

No action will be taken where the report was made in good faith, but no wrongdoing was identified.

Need more information?

• Read Whistleblower policy and related policies
• Visit WBS FAQ Page

Once you make a disclosure to WBS, we will analyse the information provided to assess if additional information is required.  Once all relevant information has been obtained the organisation will receive the assessment, including  potential course(s) of action within one business day.

Only an authorised organisational person can investigate the assessment provided by WBS. All disclosures will be the subject of a thorough investigation with the objective of locating all relevant evidence to understand the nature of the issue.  Based on the investigation the organisation will determine if there is enough information to take the matter further or to close the matter.

Progress will be posted to the Whistleblower Portal

You can also provide update through the Whistleblower Portal

If you make a disclosure in accordance with our Whistleblower policy, you may qualify for protection under applicable law. Safeguards are in place to ensure whistleblowers: 

• can make an anonymous report 
• have their protected disclosures treated confidentially,  
• have their identity protected and shared only on a limited basis, and 
• are not disadvantaged. 

To protect your identity/anonymity and to retain the confidentiality of the disclosure you can:

• remain completely anonymous; or
• disclose your identity only to WBS and they will not disclose your identity to the organisation until they have your permission or until required by law; or
• disclose your identity to both WBS and to the organisation your request.

WBS ensures confidentiality through a combined set of strategies. These strategies can only be compromised by your actions, including:

• talking to people about your proposed or actual disclosure
• allowing people to access your disclosure using your unique access code
• gathering information from your network (using work items, PC, Laptop, Phone) that specifically or generally relates to your disclosure
• making inquiries from your network (using work items, PC, Laptop, Phone) that specifically or generally relates to your disclosure
• requiring WBS to communicate with you on a specific disclosure using phone calls, email and fax, whether work assets or your personal assets