This feedback matters because home care is personal. It supports independence, routine, dignity, and peace of mind. We’re proud to share the 2025 survey highlights and to thank every customer, family member, and supporter who took part in our Annual Customer Survey and took a moment to share their experience with Just Better Care services.
2025 Customer Survey Highlights
A snapshot of what customers told us about their experience receiving Just Better Care support services in 2025.
✅ | 90%+ Overall Satisfaction Just Better Care Customers are satisfied or very satisfied with their services. |
🕒 | 91%+ Reliable Support Satisfaction with the reliability of Just Better Care Support Services and team members turning up as expected. |
👥 | 93% Support Worker Satisfaction Just Better Care Customers happy with their matched Support Workers. |
💬 | 94%+ Great Communication Just Better Care customers were satisfied with the communication between their local office and their support team. |
❤️ | What Just Better Care customers value? The majority of Just Better Care customers say the services provided feel personal, respectful, and centred on their needs and goals. |
These results are a credit to our local teams across Australia and the relationships built through day-to-day support. They also reinforce our commitment to continuous improvement and seeking feedback from across all layers of our business.
Why These Results Matter for People Seeking Home Care?
| Reliability — support arriving when expected |
| Trust — feeling safe and respected |
| Support that fits their life — personalised care that adapts to individual needs |
Feedback from survey respondents shows that the majority of customers feel safe, heard, and supported at home and that our local Just Better Care teams are making a meaningful difference.
A business built on feedback and continuous improvement
At Just Better Care, listening isn’t a once-a-year activity; it’s how we improve every day.
Our services are shaped by the people who use them, and we believe the best home care is built on open communication and respectful partnership.
How to share feedback at any time
- Speak with your local office — if you are participating in a Just Better Care service, we encourage you to share feedback directly with your local team. Often, a quick conversation can help us act faster and tailor support to what you need.
- Use our online feedback form — submit feedback via our website (you can choose to provide feedback anonymously if you wish).
- Do one or both — you’re welcome to speak with your local office, submit the online form, and provide your feedback by email or phone call.
The feedback page also includes helpful information such as: alternative options and advocacy bodies for complaints, our complaints management process, and Frequently Asked Questions (FAQs) — so you can choose the pathway that feels right for you.
Want to recognise great support?
Compliments matter too. If a Just Better Care Support Worker or team has made a positive difference, you can share a compliment and nominate them for recognition in the Just Better Care Possible Awards.
Your voice helps strengthen quality, safety, and choice in everyday care. Whether it’s a suggestion, a concern, or a compliment, we welcome your feedback because improving the support experience at home starts with listening.
Celebrating the People Behind the Results
Customer satisfaction isn’t built by systems alone; it’s built by people.
The survey results reflect the compassion, professionalism, and commitment of our Support Workers and office teams nationwide.
If you’d like to read more about how we recognise excellence across our care teams, explore: Celebrating our care team excellence and our culture of recognising everyday impact.
Thank you to every customer who shared feedback. Your voice helps us strengthen quality, improve consistency, and keep Just Better Care centred on what matters most: choice, independence, quality services and quality of life.
What We’re Improving Next?
While results were strong, feedback also helps us pinpoint opportunities to improve. Our 2025 focus areas include:
- More consistent check-ins so customers feel supported over time, not just at the start.
- Stronger and clearer office communication to match the high standard set by Support Workers.
This commitment to listening and improving is part of how we strengthen our support services and continue to deliver quality care at home.
More Resources You Might Like To Read
Ready to Take the Next Step?
If you’re considering in-home support, the best place to start is a conversation. We’ll listen to your needs, explain your options, and connect you with your local team.
Aged Care & Support at Home
Ready to explore the right aged care support for your circumstances?
Speak with your local Just Better Care about quality aged care services. We can help you understand your options and get started with what works best for you.
Prefer to speak with someone local? Visit our locations page to find your nearest Just Better Care office.
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