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Our commitment to Quality

We are committed to providing safe, quality services that make a difference to Carers in South Australia. Our quality accreditation is independently assessed, we measure wellbeing, outcomes and satisfaction to know whether supports help, and we make it easy for Carers to provide feedback.

Quality Accreditation

Carers SA has held Certificate level accreditation against the Australian Service Excellence Standards since 2015. ASES is administered by the South Australian Department of Human Services and is itself internationally accredited, so the standard we are measured against is independently set as well as independently assessed.

Certificate level covers 18 standards across three areas: how we are led and governed, including planning, finance and contract management; how we work with our people and partners; and the services we deliver, including the outcomes Carers experience. Accreditation is renewed every three years, and in between we maintain the quality system that supports it: our policies, internal reviews and continuous improvement.

What it means for you

The standards are built around being focused on Carer outcomes, making decisions on evidence, being accountable for what we said we would do, and valuing diversity. In practice that means the way we plan services, handle your information, respond to your feedback and measure whether support helped is independently assessed.

How we measure whether support helps

  • Access

    We start with a Carer assessment of needs and wellbeing.

  • Deliver

    We provide the supports matched to those needs.

  • Measure

    We reassess wellbeing, and ask every Carer about the support they received.

  • Report

    Results go to government, our Board and Carer Advisory Groups

  • Improve

    What works is built in. What does not is stopped.

Wellbeing

of Carers achieved improved or maintained wellbeing

81%

January-June 2026

Satisfaction

of Carers gave overall positive satisfaction with our Carer Gateway services

92%

2025-2026

Carers shape what we do

Carers know what works. What they tell us changes how we deliver services, and becomes the evidence behind what we ask Government to change.

  • Carer Advisory Committee

    Established May 2025. Carers with lived experience.

  • Carer Collectives

    Including Aboriginal and Multicultural Panels and Young Carer Collective.

  • Carer Champions

    Carers who speak on our behalf and represent Carers.

  • Your Voice

    Surveys, forums, focus groups and round tables.

Engagement should be accessible, inclusive of diverse Carer voices, transparent about decision‑making power, and accountable, with tangible outcomes communicated back to Carers to build trust and meaningful long‑term collaboration.
Carer Advocate

What we changed because Carers told us

  • Finding an aged care bed, without the ring-around

    Carers looking for residential aged care told us the search for a vacancy was exhausting at an already difficult time. So we partnered with Bedsearch, and our staff can now tell a Carer where beds are available rather than leaving them to ring around.

  • Young Carer Wellbeing Info

    Our Young Carer Collective told us they wanted information on looking after themselves, managing school and work, and knowing where to get help. So we designed the Young Carer Wellbeing Booklet with them.

    Find out more 

  • Aboriginal staff

    Aboriginal Carers told us they wanted support from Aboriginal staff. So we created Aboriginal identified roles within our Aboriginal Community Team, who work with Carers across the state.

  • Information you need

    Carers told us it was hard to find out what services are available in their area, who they are for and what they do, across disability, health and aged care. So we built the Carers SA Pathfinder, a directory our staff use to give Carers reliable information.

Safe, secure and accountable

  • Telling us when something is wrong

    Feedback about our services, our partners, the providers we broker to and our staff helps us improve. Making a complaint will never affect the support you receive.

    Provide feedback or make a complaint →

  • Keeping Children & Young People Safe

    We follow the ten National Child Safe Principles. Staff, Directors, volunteers, and partner staff hold Working with Children Checks and complete Through Their Eyes training.

    Child & Young Person Safety →

  • Protecting your information

    Carer records are held in Australia. We have a Cyber Security Strategy, monthly staff cyber training and regular phishing exercises, and an AI Policy. How we handle your information is set out in our Privacy Policy.

  • Our qualified workforce

    Our staff hold qualifications appropriate to their roles. All staff complete mandatory Carer Gateway training, along with ongoing professional development throughout the year.

Our documents

The policies and commitments behind how we work