Your Feedback Matters
Simply fill in your comments and details (optional) using this form.
Alternatively, feedback can be provided to us in a number of ways:
- Complete the reply-paid ‘Your Feedback Matters’ form located at all ACH Group locations and submit by placing it in one of the feedback form boxes on site or post it back to us at no cost.
- 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
To submit feedback anonymously, please leave the ‘Name’ field blank.
ACH Group is here to listen to what is important to you
ACH Group has steps in place to make sure you can provide feedback and complaints freely and without fear of reprisal. Any information you provide ACH Group will be held in confidence and will only be used and disclosed in accordance with our Privacy Policy.
ACH Group supports your right to provide feedback and complaints directly to the Aged Care Quality and Safety Commission.
What happens with your feedback
Once we receive your feedback, we record it in our feedback management system.
We will acknowledge your feedback by contacting you on your preferred contact method (where provided). Your feedback will be given a unique reference number so we can track it.
A team member will be assigned to investigate your feedback and will contact you to discuss what they have found and what we have done in response.
Your feedback will be used to improve the quality of care and support we provide, and also help others who might have the same problem.
Learn about our Whistleblower Policy, and Feedback and Complaints Policy
Download: Whistleblower Policy [.pdf]
Download: Feedback and Complaints Policy [.pdf]
Interpreter and advocacy services
For Interpreting services, please refer to achgroup.org.au/interpreter-services
Raising complaints with the Aged Care Quality and Safety Commission
If you have a concern or complaint that you have not been able to resolve with us, the Aged Care Quality and Safety Commission (the Commission) can support you with information and options to resolve the issue.
Please contact the Commission on 1800 951 822 or visit www.agedcarequality.gov.au/contact-us/complaints-feedback for more information.
Seeking support from an advocate
An aged care advocate can provide you with support to raise feedback. In South Australia, free and confidential support is available through the Aged Rights Advocacy Service (ARAS).
Please contact ARAS on (08) 8232 5377 or visit www.sa.agedrights.asn.au for more information about the service.
