How to Share Concerns with Us
We want to hear from everyone – the people we help, their families, caregivers, and our staff. If you're not happy with something, we're here to listen. This policy will help you understand how to let us know if something is wrong.
What's a Concern?
A concern is when you don't like something about our help or the way we work, and you expect us to do something about it.
Our Promise
We promise to handle your concerns carefully and quickly. We have a system online to record and deal with feedback and concerns. We check what you tell us and try to make things better. You don't have to pay for our help.
How to Share Your Concern
First, if you can, talk to someone from our team about the problem. If that's not possible or they don't fix it the way you want, contact our Client Experience Team Leader using the feedback form here. If things aren't getting better or you want to make a formal concern, you can do it in different ways:
- speaking directly to your consultant
- speaking directly to your home support worker
- contacting the service directly via email or phone call
- directly through the client app
- anonymously through our website
- contacting the commission or other external agency
We keep a record of all formal complaints.
Getting Help
If you need help giving feedback or making a concern, you can talk to:
Older Persons Advocacy Network (OPAN) at 1800 700 600
Translating and interpreting services
National Relay Service if you have trouble hearing or talking.
How We Handle Concerns
We keep records of all concerns in our online system, and the Client Experience Team Leader reviews them.
We'll write back to you and try to solve the problem quickly, usually within 14 days.
Our Client Experience Team Leader may need to investigate and make a decision.
If needed, the Client Experience Team Leader will suggest a solution, and we'll close the matter if you accept it.
If you don't like our first response, our General Manager or their representative may look at it again. They'll try to fix things within 14 days. We'll close the matter if you accept their response. We keep records of all concerns and try to fix any problems we find. If we can't solve it, you can get help from other places.
Complaints to Aged Care Quality and Safety Commission
If you're not happy with how we handle your concern, you can talk to the Commission. They help with concerns about care. You can contact them at:
Email: info@agedcarequality.gov.au
Call: 1800 951 822 (free call) and ask to provide feedback on an aged care service
Website: https://www.agedcarequality.gov.au/making-complaint
If the Commission makes recommendations, we will follow their advice within 30 days.
Keeping It Private
We'll keep your concern and personal information private. We won't share it unless you say it's okay.