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 Quality Manager at 1 300 848 365. If things aren't getting better or you want to make a formal concern, you can do it in different ways:

 

Via email to your care manager or speaking to one of our support staff on 1300 674 886.

 

Completing a complaints and feedback form.

 

You may chose to make your complaint anonymous. However, this means we will not be able to follow up with you directly. Your complaint will still be investigated, and any necessary improvements to our services will be implemented where possible.

 

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

1. We keep records of all concerns in our online system, and the Quality Manager reviews them.

2. We'll write back to you and try to solve the problem quickly, usually within 14 days.

3. Our Quality Manager may need to investigate and make a decision.

4. If needed, the Quality Manager will suggest a solution, and we'll close the matter if you accept it.

5. If you don't like our first response, our CEO or their supporter(s) may look at it again. They'll try to fix things within 14 days. We'll close the matter if you accept their response.

6. We keep records of all concerns and try to fix any problems we find.

7. 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