There are many ways to get in contact with us and we welcome continual communication about the services and support we provide.
We encourage you, your family member, or anyone in the community to provide both positive and constructive feedback on the services or programs that we provide. You will be informed of your rights and the rights to complain, without fear of retribution, or discontinuance of services.
This information can be provided either anonymously or we can contact you directly if your name is provided. Any issues will be resolved in a fair, consistent, and timely manner.
All complaints or feedback, whether formal or informal, will be treated fairly and kept private.
In accordance with our Policy and Procedures, complaints received are expected to be dealt with promptly. A response to the complaint is to be initiated within two working days of its receipt. It is anticipated that the majority of complaints will be able to be resolved to the complainant’s satisfaction within 30 days of the complaint being raised.
All investigations will be conducted in a manner that protects basic rights, confidentiality, fairness, and equity. All complainants will be kept informed of any investigation resulting from the complaint, including actions taken to resolve the issue, seeking your feedback and review. Your valued feedback will support us in improving our processes.
If you wish to lodge a complaint, provide feedback, or give a compliment to a member of our team, you can do so by.
The Older Persons Advocacy Network (OPAN) provides support to help resolve concerns and complaints on your behalf. They also provide support for people experiencing elder abuse. This help is free, independent and confidential.
Read more on the Advocacy Page https://www.myagedcare.gov.au/advocacy
Download or print this handy resource as provided by My Aged Care. It is a quick guide on how to make a complaint about My Aged Care, your assessment, or your service provider.
You can download the Aged Care Charter of Rights Booklet PDS (710.74KB) here. This resource was made available from the Australian Government, Aged Care Quality and Safety Commission. Current as at Monday, 20 January 2020.