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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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2 weeks ago
ACH Group

Exciting news that construction has commenced at Healthia – a health and education hub – to be built within the Playford Health Precinct in Adelaide’s north.
Over more than 15,000 square metres of land, Healthia will reimagine aged care in the future and include a 96-place residential care home comprising 8 small-scale homes, each with 12 private rooms. The University of South Australia will co-locate with a general practice and student-led allied health clinic open to the public.
Opening mid 2023 - watch the video below and experience Healthia!
To learn more visit achgroup.org.au/key-initiatives/healthia-achgroup/

City of Playford SA Health
... See MoreSee Less

2 weeks ago
ACH Group

PROPERTY OF THE WEEK:
A low maintenance lifestyle that is your own awaits at Spence on Light.

Apartment 1302 takes in views across the city to Adelaide Hills. The brand-new city apartment offers a spacious bedroom, quality fixtures and fittings, light-filled open plan living and views across the sea from your balcony.

Enjoy the city lifestyle a short walk from your front door; shops, cafes, Central Market, Adelaide’s green parklands plus more!

To arrange your private viewing, please call Denise on 0428 540 999.

Learn more: achgroup.org.au/available-unit/adelaide-spence-on-light-apartment-1302/
... See MoreSee Less

PROPERTY OF THE WEEK:
A low maintenance lifestyle that is your own awaits at Spence on Light. 

Apartment 1302 takes in views across the city to Adelaide Hills. The brand-new city apartment offers a spacious bedroom, quality fixtures and fittings, light-filled open plan living and views across the sea from your balcony. 

Enjoy the city lifestyle a short walk from your front door; shops, cafes, Central Market, Adelaide’s green parklands plus more! 

To arrange your private viewing, please call Denise on 0428 540 999. 

Learn more: https://achgroup.org.au/available-unit/adelaide-spence-on-light-apartment-1302/Image attachmentImage attachment
2 weeks ago
ACH Group

‘I’m finding it far more fun than I expected and realise that I’m more coordinated than I thought! My coordination is actually getting better each week playing the game,” Saran, a participant in Everybody’s Game (pictured left), said.

Everybody’s Game - a new free walking football (soccer) program – for people who have had a stroke and/or live with neurological conditions kicks off again on 15th January 2022 from 9am – 11am at Ellis Park, the home of the Adelaide Comets FC on West Terrace.

It’s a great way to meet like-minded people, experience club life, and learn or improve soccer skills with coaching by Football South Australia coaches! No soccer experience is necessary.

Do you know someone who would like to get involved? Learn more here achgroup.org.au/key-initiatives/everybodys-game
... See MoreSee Less

‘I’m finding it far more fun than I expected and realise that I’m more coordinated than I thought! My coordination is actually getting better each week playing the game,” Saran, a participant in Everybody’s Game (pictured left), said.

Everybody’s Game - a new free walking football (soccer) program – for people who have had a stroke and/or live with neurological conditions kicks off again on 15th January 2022 from 9am – 11am at Ellis Park, the home of the Adelaide Comets FC  on West Terrace.

It’s a great way to meet like-minded people, experience club life, and learn or improve soccer skills with coaching by Football South Australia coaches! No soccer experience is necessary. 

Do you know someone who would like to get involved? Learn more here achgroup.org.au/key-initiatives/everybodys-game