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 an 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:
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).
Service recipients can access free advocacy services to support them in raising concerns and making a complaint. An aged care advocate can:
In South Australia this service is provided by:
In Victoria 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:
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.