We value your feedback
Feedback is pivotal to ensuring we continue to provide the best possible care – and we welcome it. It gives us a better understanding of the people we serve – and we use these insights to shape our services and actions for continuous improvement.
Everyone has the right to make a complaint and no one will be treated differently if they make a complaint. We want to hear from our clients, and their families and carers, about any issues and concerns so we can swiftly resolve them.
Please also let us know what we do well, and where we can improve our services, as this will ensure we continue to meet your needs every day.
Providing feedback or making a complaint is simple …
You can do this by
Can someone else give feedback or make a complaint for me?
You can ask a family member, a friend or an organisation to give feedback or make a complaint on your behalf. To protect your privacy, however, we will contact you to get your consent to take steps to resolve your issue.
Where can I get help to give feedback or make a complaint?
What should I include in my feedback or complaint?
Can I make an anonymous complaint?
Yes, however, not knowing your details may make it difficult to investigate your complaint, as we can’t approach you for more information or tell you the outcomes of our investigation.
What happens after I provide feedback or make a complaint?
We will confirm within two working days that we have received your feedback.
If you are offering a suggestion or a compliment, thank you! We will forward your feedback to the relevant staff member or team.
If you are making a complaint, we may need to contact you for more information, and speak to our staff and/or any others who were involved.
We will investigate your complaint to understand what happened and why, and find ways to prevent it happening again.
We will address your concerns as soon as possible and aim to complete the investigation within 28 days. If it is going to take longer – and you have given us your contact details – we will keep you informed about progress along the way.
What happens if I’m not happy with the outcome of my complaint?
You can ask for a review by a member of our management team. This may be a Senior Manager or Executive Officer.
Alternately, you may like to contact an external complaint-handling agency, established by our national or state government or others with your welfare in mind. You can do this at any stage of the complaint process – including if you are not happy with the outcome of your complaint.
Some external complaint handling agencies:
Aged Care Quality and Safety Commission
1800 951 822
National Disability Insurance Agency
1800 800 110
Ombudsman NSW – Disability Services
02 9286 1000
1800 451 524
Complaints Referral Resolution Services – Disability Employment Services (DES)
1800 880 052
ParentsNext Complaints, Compliments and Suggestions
1800 805 260
Health Care Complaints Commission – All services
1800 043 159
The Aged Care Rights Service Inc. – Aged Care
TARS Seniors Rights Service
1800 424 079
Antoinette – the link http://www.tars.com.au is broken. I think the name of the organisation may have changed to what I’ve put above (best for you to confirm though).
Also below: I’m not sure if these two are known better by their acronym or their longer title. We could delete the acronyms if they aren’t how the services are best known.
People from a non-English speaking background can use Translating and Interpreting Services (TIS) by calling 13 14 50
People who are deaf or have a hearing or speech impairment can contact the National Relay Service (NRS) by calling 1800 555 677
By Train: catch the train to Rockdale station. From here our office is an easy 5 minute walk
552 Princes Highway
Rockdale NSW 2216
Monday to Friday 9am to 5pm
TEL: (02) 9597 5455
FAX: (02) 9567 3326
PO Box 381
Rockdale NSW 2216