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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 call 1300 22 44 77 and ask to speak to our Customer Feedback Manager. 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.

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

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Good Lives

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22 hours ago
ACH Group

ACH Group congratulates our Chair, Mary Patetsos, on her receipt of an Order of Australia (AM) award this Australia Day for her ‘contribution in the field of aged care and commitment to advancing multicultural Australia’.

Mary joined the ACH Group Board in October 2008 and has devoted significant time and energy to the organisation with a belief that life is an opportunity not to be missed, regardless of age, gender, culture, and capacity. She has led the Board with integrity and high governance standards since April 2018. Mary is also an Advisory Council Member of the National Aged Care Advisory, playing a critical role in ensuring that reform measures reflect the needs and expectations of older Australians, their families, and carers.

Her commitment to advancing multicultural Australia is reflected in her work as Hon. President and Immediate Past Chairperson of Federation of Ethnic Communities’ Councils of Australia (FECCA) and through other governance roles involving collaboration between academia, business, and community.

Read more about Mary’s achievement here 🔗 bit.ly/3WDLtKy
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ACH Group congratulates our Chair, Mary Patetsos, on her receipt of an Order of Australia (AM) award this Australia Day for her ‘contribution in the field of aged care and commitment to advancing multicultural Australia’. 

Mary joined the ACH Group Board in October 2008 and has devoted significant time and energy to the organisation with a belief that life is an opportunity not to be missed, regardless of age, gender, culture, and capacity. She has led the Board with integrity and high governance standards since April 2018. Mary is also an Advisory Council Member of the National Aged Care Advisory, playing a critical role in ensuring that reform measures reflect the needs and expectations of older Australians, their families, and carers. 

Her commitment to advancing multicultural Australia is reflected in her work as Hon. President and Immediate Past Chairperson of Federation of Ethnic Communities’ Councils of Australia (FECCA) and through other governance roles involving collaboration between academia, business, and community. 

Read more about Mary’s achievement here 🔗 https://bit.ly/3WDLtKy

Comment on Facebook

Congratulations Mary! What an incredible achievement.