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Feedback and Complaints

Our commitment

We are committed to providing the best possible service and strive for continuous improvement at every opportunity. Feedback is always welcome as it is a means of understanding the experiences of those receiving our services as well as their representatives.

We celebrate what we do well and we are always eager to receive comments and compliments about positive experiences that individuals may have had.

There may also come a time when individual wishes to make a comment or complaint about something that did not go as well as expected. It is important that we hear about these experiences as well.

Feedback can be provided to us in a number of ways:

  • Complete the reply-paid ‘Your Feedback Matters’ form located at all ACH Group sites and submit by placing it in one of the feedback form boxes on-site or post it back to us at no cost.
  • Complete a digital feedback form online at https://achgroup.org.au/contact/feedback/
  • Speak with a staff member in person
  • Telephone 1300 22 44 77 and speak to one of our staff members
  • Send a letter to PO BOX 646 Torrensville Plaza Torrensville SA 5031

We have a comprehensive process for managing complaints which includes a review of what happened, why it happened and what can be done to prevent it from happening again. The privacy and confidentiality of individuals is respected, and communication about progress occurs throughout.

Your satisfaction is important to us so if you are not happy with the progress or outcome of your complaint you can contact the Customer Feedback Manager on 0417 598 325. We encourage you to share your feedback with the staff providing your services in the first instance if you are comfortable doing so. In the unlikely event that a resolution cannot be reached we may refer you to an independent advocate service, who can support you while we work through the issue(s).

Aged care advocacy

Service recipients can access free advocacy services to support them in raising concerns and making a complaint. An aged care advocate can:

  • listen to complainants and provide information
  • speak to a service provider on a complainant’s behalf
  • support complainants at any stage throughout a complaint process
  • assist with translating and interpreting.

In South Australia, this service is provided by:

Residents or other stakeholders may wish to refer unresolved complaints to the Aged Care Quality and Safety Commission. The service is free for people to raise concerns about the quality of Australian Government subsidised care and services.

Concerns can be raised by phone, via email or post.

In your capital city:

Ensure your letter includes:

  • Name, address and telephone number
  • The date the complaint is lodged
  • Details of the complaint, including specific dates of events and relevant comments
  • The name of the Aged Care Home or Service and the state/territory in which it is located
  • The name of the customer that the complaint relates to.

NDIS Customer Complaints

Customers receiving NDIS funded services who wish to refer an unresolved complaint to the NDIS Quality and Safeguards Commission or the National Relay service can contact using the information below.

NDIS Quality and Safeguard Commission

National Relay Service

Please let us know if you require information about Aged Rights Advocacy printed in another language.

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Information Guide

Good Lives

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24 hours ago
ACH Group

Meet Jodie Roberts – ACH Group's Dementia Co-Design Manager who has been with ACH Group for 13 years.

Jodie loves that her role makes a difference in the quality of life for a person living with dementia and their carers. Her workday includes providing dementia behaviour support services at ACH Group's residential care homes, educating staff and families about best practice dementia care, and designing training content that is evidence-based, leading-edge and engaging.

Jodie shared, "I am extremely fortunate to work very closely with our customers, their families, and staff which keeps me connected to the experiences people have in residential care. I am then able to share their experiences with colleagues so that we can co-design products and services that meet those needs."

One thing about Jodie you may not know is she is an absolute car enthusiast, in particular Holden's and early model Commodores. Jodie and her husband belong to an SA car club and both drive matching white early Commodore station wagons!

#StaffofACHGroup #dementiaactionweek2021
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Meet Jodie Roberts – ACH Groups Dementia Co-Design Manager who has been with ACH Group for 13 years.

Jodie loves that her role makes a difference in the quality of life for a person living with dementia and their carers. Her workday includes providing dementia behaviour support services at ACH Groups residential care homes, educating staff and families about best practice dementia care, and designing training content that is evidence-based, leading-edge and engaging.

Jodie shared, I am extremely fortunate to work very closely with our customers, their families, and staff which keeps me connected to the experiences people have in residential care. I am then able to share their experiences with colleagues so that we can co-design products and services that meet those needs. 

One thing about Jodie you may not know is she is an absolute car enthusiast, in particular Holdens and early model Commodores. Jodie and her husband belong to an SA car club and both drive matching white early Commodore station wagons!

#StaffofACHGroup #dementiaactionweek2021

Comment on Facebook

👏🏻👏🏻👏🏻 Jodie you are a super star. Your work is great and very inspirational!

Jodie Roberts you are an absolute star and amazing at what you do! So privileged to have worked with and learnt so much from you in my time at ACH.

I am so thankful to Jodie Roberts, that I got the chance to work with her.

Awesome work Jodie! 🙂

A true talent and all round nice person

Well done Jodie. 💕

Jodie Roberts is awesome!!

Nice vk commodore and good job Jodie

You are a star dear sister 😍

Yew Jodie Roberts 🤩

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1 day ago
ACH Group

We are feeling garden inspired & motivated after spending the morning with Sophie Thomson 🌻

Today we learnt about:
🪴 health benefits of gardening
🌱weeding & mulching tips
🐝 beneficial insects
🌷+ lots of general garden Q&A

Missed out on today? Join us at Hackham on Thursday - bookings essential.

www.eventbrite.com.au/e/169432437983

‘To plant a garden, is to believe in tomorrow.’ - Audrey Hepburn

[Thank you to our event sponsors GLG & LCS Landscapes]

#goodlives #achgroup #grassinyourtoes #grounded #springgarden #inspired
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2 days ago
ACH Group

What a wonderful way to start the week!
Every Monday morning, Tai Chi enthusiast Brian leads a class for fellow residents at ACH Group's St Georges Court retirement living community. Tai Chi is a moving meditation and features slowed down martial arts movements.
Brian and his wife have practiced and taught Tai Chi for 20 years, and after residents saw them practicing in their front yard the idea was sparked for classes to take place in St Georges' community hub. Brian said a core group of about 12 from St Georges and neighbouring retirement living communities attend the sessions.
“Everyone in the session is really enjoying it. There are wonderful health benefits that come with Tai Chi - improving mobility, balance and general fitness,” he said. “The classes are free, I’m passionate about doing something for our community, and when the COVID-19 restrictions allow, we all enjoy a cup of tea after.”
To learn more about ACH Group's retirement living communities visit: www.achgroup.org.au/retirement-living
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