My experience was very positive. Nothing was too much trouble. My questions were answered in detail. I am grateful for the helpful suggestions that I received. This company understands the needs of th... ãã£ãšèŠã
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Iâve recently been given a new care partner who has impressed me with her business skills. She was quick to go through my care plan and budget and ironing out any discrepancies. Good on Trilogy for em... ãã£ãšèŠã
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I am extremely frustrated dealing with Trilogy. I have lost 2 carers due to late/non payment of invoices. Called numerous times and been assured problem was resolved but still no payment. Annoying thi... ãã£ãšèŠã
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Trilogy Care is a Home Care Package provider that empowers older Australians to live independently in the home they love for longer. ðâ€ïžð
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Level 3, 2 King Street, 4006, Bowen Hills, ãªãŒã¹ãã©ãªã¢
- 1300 459 190
- marketing@trilogycare.com.au
- trilogycare.com.au
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Rapid decline in service â would not recommend
I signed my mother up with Trilogy Care three years ago, attracted by their strong reviews and competitive fees. My mother is a high-care client, but I had most supports already in place, so the workload on Trilogy was minimal. For the first two years, things ran adequately with little contact required on either side.
Over the last year, however, the service deteriorated sharply. The lead-up to the Support at Home (SAH) changes was chaotic, and when the new system launched in November, things fell apart entirely. My care partner resigned, and what followed were two of the most stressful months I have experienced as a carer â and I say that having navigated multiple life-threatening medical emergencies with my mother.
The only contact I received during this period was repeated requests to sign a new 64-page agreement that increased our management fee from 13% to 20%. Meanwhile, practical support evaporated: invoices went unpaid for extended periods, leaving my mother's carers without income. Phone calls to accounts went unanswered or were cut off on hold â consistently, over a period of weeks. Emails were largely ignored. The few responses I did receive from my new care partner were either unhelpful or factually incorrect, including the assertion that the fee increase was non-negotiable.
I spent Christmas Eve in tears, not planning Christmas, but trying to reach anyone at Trilogy to get my mother's carers paid. That is simply not acceptable.
I would also note that the only times I received a callback during those two months was when I selected the phone option that suggested I might be a new client. Existing clients were not receiving the same responsiveness.
Before switching providers, I tested two alternative services by calling their main line and selecting the accounts option â both answered promptly and were ready to assist. That is the standard of service clients should be able to expect.
I left Trilogy in January. A senior manager ultimately resolved the outstanding invoices quickly and was courteous throughout â but escalation to that level should never have been necessary.
My remaining concern is the 15+ hours of care management Trilogy has claimed for those two months. In that time, I never once spoke with my care partner, and my mother's care plan was not updated. My new provider â who had to build a complete care plan from scratch in January â has logged a fraction of that time. I have requested a breakdown from Trilogy to understand these charges; after more than a month, I have not received one.
I understand that the SAH transition has been genuinely difficult for all providers. But that does not excuse months of unanswered calls, unpaid invoices, and the absence of meaningful care management. I cannot recommend Trilogy Care.
2025幎12æ31æ¥
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They keep in touch to make sureâŠ
They keep in touch to make sure everything is going ok.
2026幎4æ15æ¥
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Trilogy Care ããã®åç
Hi Cheryl, thank you so much for taking the time to leave your feedback, we really appreciate it.
Staying connected and making sure you're well supported is so important to us. We're so glad you're feeling that.
Trilogy have a portal to log into
Trilogy have a portal to log into, it is very helpful and user friendly
2026幎4æ14æ¥
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Trilogy Care ããã®åç
Thank you so much for taking the time to leave a review â we're really glad you're finding the portal helpful and easy to use! ð
We work hard to make managing your care as simple as possible, so it's wonderful to hear. ð
Thank you Trilogy.
My experience was very positive. Nothing was too much trouble. My questions were answered in detail. I am grateful for the helpful suggestions that I received. This company understands the needs of the elderly, and there is a focus on minimizing the stress load experienced in caring for a loved one at home.
2026幎4æ8æ¥
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Trilogy Care ããã®åç
Hi Anne, thank you so much for taking the time to share your experience, it truly means the world to us!
It's wonderful to hear that you felt supported and that your questions were answered thoroughly. That's exactly what we're here for. Helping you and your loved one navigate home care with as little stress as possible is at the heart of everything we do.
We're so glad to have you as part of the Trilogy Care family, and we look forward to continuing to support you. Don't hesitate to reach out anytime!
My current Care Partner is filling meâŠ
My current Care Partner is filling me with so much confidence with her follow ups , integrity & future recommendations & simply , with her calibre of work & her predecessor I would put in the same category. I read so many negatives on Aged Care platforms ,that i don't know how they can be justified, hence why I support Trilogy
2026幎3æ16æ¥
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Trilogy Care ããã®åç
Hi Trevor, thank you so much for taking the time to share this, it truly means the world to us!
We're so glad your Care Partner has been able to give you that sense of confidence and trust. The follow-through, integrity, and quality of care you've described is exactly what we strive for, and it's wonderful to hear it's making a real difference for you.
We'll make sure your kind words are passed on, your Care Partner will be so pleased to hear this.
Thank you for your support of Trilogy Care, and for choosing us as your partner in home care. We're honoured to be on this journey with you.
They were very quick to get me aâŠcleaner and gardener.
They were very quick to get me a cleaner ,who is brilliant, and a gardener,who is a gem so pleased.
2026幎3æ28æ¥
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Trilogy Care ããã®åç
This has made our day! We're so pleased to hear you're happy with your cleaner and gardener. Finding the right support people can make such a difference, and it's wonderful to know they're both such a great fit for you.
Thank you so much for taking the time to share this. It really does mean the world to us. ð
Stay away from these scammers
Stay away from these scammers. Absolutely far king useless. They owe my mother $10K but refuse to do anything. Extremely high staff turnover and staff are poorly trained and probably not paid well. They have wasted so much of my time.
2026幎3æ1æ¥
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Trilogy Care ããã®åç
Hi Matt, we're truly sorry to read this, and we can only imagine how stressful and overwhelming this situation has been â particularly when you're trying to do the right thing for your mother. That's not the experience we want for anyone in our care, and we sincerely apologise that things have fallen so far short of the standard you deserved.
We want to assure you that we take this very seriously and we are committed to making things right. Please reach out to us directly at info@trilogycare.com.au or call us on 1300 459 190 so that we can look into this as a matter of priority and make sure the right people are across it straight away.
We have been with Trilogy for some years
We have been with Trilogy for some years now as a Self Managed Client and can absolutely recommend them as a HomeCare Providor. When you get your very own Case Worker you have no problems as they are the only one who you have contact with as you have their direct phone number where you can leave a message if they are on the phone and they get straight back to you when they can. You must remember though that you just aren't the only one they have to look after. They have about 300 clients each. I am confidently happy to recommend Trilogy Care. Maureen Doherty
2026幎3æ24æ¥
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Trilogy Care ããã®åç
Hi Maureen, thank you so much for such a thoughtful and heartfelt review, and for being such a loyal part of the Trilogy Care community over the years!
It's wonderful to hear that having a dedicated care partner has made such a difference for you. You've also made a really lovely point, our care partners work hard to be there for each and every person in their care, and that commitment to being responsive and available is something we're really proud of.
Your recommendation means the world to us. Thank you for trusting us with your Support at Home journey.
High quality of care partner
Iâve recently been given a new care partner who has impressed me with her business skills. She was quick to go through my care plan and budget and ironing out any discrepancies. Good on Trilogy for employing such an expert in her field. My previous one was also capable but the new one has set a new high bar for Trilogy for the future.
2026幎3æ18æ¥
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Trilogy Care ããã®åç
Hi Kathleen, thank you so much for taking the time to share this, it's genuinely lovely to read!
Hearing that you've felt so well supported, and that your care plan and budget are being handled with such care and expertise, is exactly what we strive for.
Thank you for being part of the Trilogy Care family.
Supportive and Professional Care Partners
Having supportive and professional Care Partners has made our journey with Trilogy Care a positive experience. We have had 3 different care partners in the time we have been with Trilogy and each one has been shown us the same care, respect and support.
2026幎3æ24æ¥
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Trilogy Care ããã®åç
Hi Josephine, thank you so much for taking the time to share this â it really means a lot to us.
Knowing that you've felt genuinely cared for, respected and supported throughout your journey is exactly what we strive for. We'll make sure your kind words are passed on to the team â they'll be so pleased to hear this.
Thank you for trusting us to be part of your care.
Excellent service
Hi My name is Wilma my experience with Rony was âfirst classâ always so polite and happy to answer all my enquires & put my mind at rest 5star all the way
2026幎3æ10æ¥
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Trilogy Care ããã®åç
Hi Wilma, thank you so much for sharing this, what a wonderful review!
We're so pleased to hear that you felt supported and that all your questions were answered with care. Being polite, approachable and genuinely helpful is something we take great pride in, and it's fantastic to know that came through in every interaction.
We'll be sure to pass your kind words on, feedback like this truly makes our team's day!
I found it helpful to be able to talkâŠ
I found it helpful to be able to talk to a real warm person that was willing to help me find services available in my area and who were also willing to research my needs.
2026幎3æ23æ¥
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Trilogy Care ããã®åç
Hi Geraldine, this is so lovely to read. Thank you for taking the time to share your experience with us!
At Trilogy Care, we know that navigating home care can feel overwhelming, so having someone in your corner who truly listens and takes the time to find the right fit makes all the difference. We're so pleased our team could do just that for you.
If there's ever anything else we can help with, don't hesitate to reach out. We're always happy to help!
Communication with Trilogy Care PartnerâŠ
Communication with Trilogy Care Partner and Concierge have been up to expectation. As we learned the system, we were better able to understand the need for Compliance to meet the guidelines set down by My Aged Care/Services Australia. Knowledge is something that Trilogy Care has shared by means of emails, phone calls and resources on the Web Site. Being Self Managed is great but not all on our own strength. Thanks to all at Trilogy Care for what you have done, are doing and will do.
2026幎3æ20æ¥
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Trilogy Care ããã®åç
Thank you for your kind feedback. Weâre glad to hear our Partner and Concierge teams have met your expectations and helped you navigate compliance with confidence.
Itâs great to know you feel supported while self-managingâexactly what we aim for. We appreciate your trust and look forward to continuing to support you.
Warm regards,
The Trilogy Care Team
stay at Home care
hi all
i have been with Trilogy for a few years and have had easy access to care partners and they have assisted me in a good time
since government changes 2025 i have been unable to contact them as staff are busy or changing !
when i do finally get through the assisting staff have been very good and helped me move forward.
i hope it all settles down and the care they supply with aged care clients will return to its original good service and advice
2026幎3æ18æ¥
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Trilogy Care ããã®åç
Hi JC, thank you so much for being part of the Trilogy Care family for the last few years!
We really appreciate your patience as the industry navigates the 2025 government changes. Itâs great to hear that when you connect with our Care Partners, they are providing the helpful guidance youâve come to expect. As we continue to evolve our team to meet these new standards, we are fully committed to ensuring our response times remain as prompt as the high-quality care youâve always received.
Thank you for your kind words and for sticking with us, we look forward to supporting you for many more years to come!
Rony
Rony, was keeping me informed of every service I required information on, and nothing was of any bother, and for the first time in 6months I have a statement.
Great service changing to Trilogy Care.
2026幎3æ13æ¥
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Trilogy Care ããã®åç
Hi Doug
Thank you so much for your wonderful review! We are thrilled to hear that Rony was able to keep you informed and make the process as smooth as possible. It is fantastic to know that you finally have your statement and that switching to Trilogy Care has been a positive experience.
We will be sure to pass on your kind words to Rony. Welcome to the Trilogy Care family and we look forward to continuing to support you! ð
They used to be good but not any more
They used to be good but not any more. Problems with invoices, no response to requests to send service agreements to prospective service providers. 5 messages left in the last two day and 7 in the last month and no one rings back. I'm putting in a formal complaint (they ignored the last one I sent) if they ignore that I'm going to the commissioner
2026幎3æ5æ¥
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Trilogy Care ããã®åç
Hi Hazel, thank you so much for providing your feedback. We are genuinely sorry this has been your experience.
Communication such as the level you have outlined is not up to our usual standard and we understand why this is such a concern for you.
I wanted to let you know that I have escalated this to our team and they will be in touch with you shortly.
It would be 1 out of 10
It would be 1 out of 10, if that were an option. Their only skill would appear to be signing you up. After that all support is virtually non-existant.
We have been clients since 2023 and initially they were good at their job, however of late they have consistently failed to achieve adequate level of support.
We have been requesting a safety improvement at our home, which falls well within the approved guidelines.
As a self managed package we provided all requested documentation in January and are still waiting.
We have not received a statement since last October and yet are expected to ensure we remain within our budgetary constraints, without being made aware of what funds are available.
All in all a very disappointing operation we appear to be stuck with, given the lengthy time involved in moving to another care provider. However our patience is by no means endless.
2026幎2æ25æ¥
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Trilogy Care ããã®åç
Weâre genuinely sorry to hear that your experience has declined after initially feeling well supported.
Delays with a safety improvement request, particularly one submitted in January, and not receiving statements since October are understandably frustrating. Clear communication and up-to-date budget information are essential when self-managing.
Your concerns have been escalated internally for urgent review so we can properly investigate what has occurred and provide clarity on next steps.
If youâre willing, please contact our senior team directly on 1300 459 190 or info@trilogycare.com.au, referencing your Trustpilot review, and we will prioritise your matter.
We value the trust placed in us and are committed to addressing this appropriately.
Age Care Support
I started my journey with Trilogy as a Representative and was supported by Trilogy all the way through Now I have my own package and have received the same care and support I could not recommend them highly enough and have told several of my friends of my experience Well Done To The Trilogy Team thank you
2026幎2æ12æ¥
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Trilogy Care ããã®åç
Thank you so much for your wonderful review and for being part of the Trilogy Care community in two very important ways ð
Starting your journey with us as a Representative and now continuing on with your own Support at Home funding means a great deal to our whole team.
Weâre especially grateful to hear that you felt supported every step of the way â and that the same care and guidance continued when you transitioned to managing your own package. That consistency matters.
It also means the world to us that youâve shared your experience with friends and recommended Trilogy Care. Trust is everything in aged care, and we never take that lightly.
Thank you again for your kind words and for recognising the team. Weâre proud to stand beside you and support you to live independently in the home you love.
Warm regards,
The Trilogy Care Team ð
My father said the service he receivedâŠ
My father said the service he received as a prisoner of war in Vietnam was 10 times better then the service he gets at Trilogy Care.
That tells you how bad Trilogy really is because they donât pay suppliers and care workers and leave aged clients without supplemental food and care assistance.
2026幎2æ1æ¥
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Trilogy Care ããã®åç
We are very concerned to read this review.
Firstly, we want to acknowledge your fatherâs service. The comparison youâve made shows just how disappointed he must be feeling, and we take that seriously.
The statements about suppliers not being paid and clients being left without food or care are extremely serious. That is not how Trilogy Care operates, and we would never knowingly leave a client without essential supports.
We have responded to you via Trustpilot and requested further details so we can investigate this urgently and thoroughly. We are committed to reviewing the situation properly and ensuring your father receives the care and support he needs.
We take feedback like this very seriously and will continue working to resolve this matter as a priority.
Incompetent is an understatementâŠ
Incompetent is an understatement Supplied them with a pas test from the doctor to be submitted to get the dementia supplement in September - - they didn't bother to put it in. Now in January it's not available anymore Had home modifications approved over 6 months ago, they will use any excuse not to pay an invoice my mother has just fallen and is in hospital - each department has no idea what the next is doing! One days compliance is done the other not. Companies repeatedly sending through documentation, trilogy saying that don't have it. They flat out lie to you when you ask for a staff member - they kept telling me he was in a meeting when in fact I found out he had quit months Ago
Sooo unprofessional
2026幎2æ4æ¥
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Trilogy Care ããã®åç
Weâre very sorry to read this and to hear about your experience. What youâve described â including breakdowns in communication, delays, and the impact on your motherâs care â is not acceptable and falls short of the standard we expect.
This feedback has been formally escalated to senior leadership for review. We take concerns like these seriously and are committed to addressing the issues raised and improving how we operate across teams.
We wish your mother a safe recovery and acknowledge the frustration and stress this situation has caused.
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