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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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3 days ago
ACH Group

Need a weekend pick-me-up? You'll be inspired by these 'Glam-mas'!
The ‘Fashion Grandmas’ known as 'Glam-mas' are a group of influencers over 60 who are showing China that age is no barrier to elegance. They do fashion live-streams, share positive messages about ageing, and speak out about domestic violence.
"Your life is grey if you are always afraid of ageing and death," said Lin Wei, 64, explaining her philosophy on growing older and enthusiasm for donning stylish clothes and makeup.
"You are old, you have wrinkles, you don't have too much energy, or your figure becomes baggy. But this is something you can't go against, so you need to face it with positivity."

Check out their story and be inspired: www.youtube.com/watch?v=s29CcKFaQyI&t=25s
... See MoreSee Less

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Comment on Facebook

4 days ago
ACH Group

The annual Commemorative Service to honour those who served in the Bomber Command during World War II was held last weekend.

World War II veteran Fred Brown, who lives at ACH Group's Kapara residential care home, served as an air gunner in the Royal Air Force. Fred is pictured with Governor of South Australia, the Honourable Hieu Van Le AC at the Service.

You may remember that Fred has written an autobiography 'Get Fell In' about his extraordinary life in the RAF. Check out Fred's book here: www.amazon.com.au/Get-Fell-Gunners-Bomber-Command-ebook/dp/B08L41DDYH
... See MoreSee Less

The annual Commemorative Service to honour those who served in the Bomber Command during World War II was held last weekend.

World War II veteran Fred Brown, who lives at ACH Groups Kapara residential care home, served as an air gunner in the Royal Air Force. Fred is pictured with Governor of South Australia, the Honourable Hieu Van Le AC at the Service.

You may remember that Fred has written an autobiography Get Fell In about his extraordinary life in the RAF. Check out Freds book here: https://www.amazon.com.au/Get-Fell-Gunners-Bomber-Command-ebook/dp/B08L41DDYH

Comment on Facebook

So inspiring fred. Glad i gotta meet you 😍

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