Help us improve our services to you
Make a suggestion, pay us a compliment, lodge a complaint.
Your feedback could make us aware of problems that we don’t know about so we want to hear from you.
We’re not happy if you’re not
We are dedicated to providing you with the best level of service. Even with the greatest effort and best intentions, sometimes mistakes occur. When this happens, we want to hear about it. That way we can rectify any problem as quickly as possible and restore your confidence in our service.
Please discuss any concerns or questions you have about the quality of care provided by our service. We take all feedback seriously and want to understand how we can best deliver services to you.
You are welcome to speak to our staff if you have any issues you wish to raise. All feedback is welcome.
What to expect
If you have a complaint, we will respond to it promptly and sensitively. We will treat your complaint in confidence and respect your privacy.
You can help us by providing as much relevant information as possible.
We aim to address your concerns as quickly as possible. Where appropriate, we will investigate your complaint to understand what happened and why and to find ways to prevent it from happening again.
We will keep you informed about the progress of your complaint along the way.
What we will do
We will work with you to assess how best to resolve your complaint. Please consider the outcome you would like and we will strive to provide it.
Improving our service
Compliments and complaints are discussed at staff meetings. We work together to find ways to improve our service and keep staff informed of what has happened.
Still not happy?
In the unlikely event that the matter cannot be resolved with us directly, you can seek assistance from the following organisations:
Phone 1800 451 524
NSW Health Care Complaints Commission
Phone 1800 043 159
Aged Care Complaints Commissioner:
Phone 1800 550 552
We’re happy if you are
There is nothing quite as motivating as receiving a kind word. In fact, when someone compliments one of our staff members it helps us to recognise that employee appropriately.
So, if you’ve experienced outstanding service, please let us know so we can pass it on.
Feedback? Compliments? Complaints?
No matter what the issue is, we want to hear about it.
Our passion is improving quality of life for people in need. With your help we can continue to improve our services to you.
We appreciate you taking the time to let us know what you think we do well and where we can improve our services.
Phone: 1300 002 262