Compliments and Complaints

If you would like to compliment our service, or the service provided by a staff member, you can do so via the phone or in writing.

Compliments should be directed to your local regional office.

The Manager who receives your compliment will acknowledge receipt in writing within 2 working days.

Complaints and grievances

In accordance with Home and Community Care (HACC) Standards, all Care Recipients have the right to have complaints investigated objectively, without fear of retribution.

Complaints may be made over the phone or in writing. Complaints should be directed to your local regional office. 

Complaints will be managed confidentially, fairly and promptly by those directly responsible for resolution. Australian Home Care’s complaints process is designed to:

• immediately alleviate a difficult situation

• ensure the problem is analysed and constructive solutions are put in place

• minimise the risk of the problem recurring

• establish preventative strategies

The procedure is based on conciliation. rather than confrontation. Complaints can be made by Care Recipients, their friends, relatives or guardians, referring agencies, and case managers.

Raising an issue

If you have a concern regarding services you are receiving, we encourage you to speak with the staff member concerned or their Manager in the first instance. If you are not satisfied with the outcome you should contact your Regional Manager by telephone on 1300 303 770, or contact us detailing the outcome you are seeking.

How to lodge a complaint

Complaints may be made over the phone or in writing. Complaints should be directed to your local regional office.

Should you decide to write a letter of complaint please remember to include the following information:

• Relevant places, dates and times

• A brief description of issues you wish to raise

• Any other information that maybe relevant such as copies of documents, notes on telephone conversations or meetings.

If you are uncomfortable about making a complaint to your local office, or you are dissatisfied with the outcome of your complaint, please contact the Executive General Manager or the Chief Executive Officer (CEO) on 03 9835 9100.

Responding to your complaint

Your complaint will be acknowledged within 24 hours of receipt.

Your complaint will be investigated by the relevant Regional Manager or General Manager. You will receive feedback throughout the investigation and will be informed of the outcome of the complaint within 8 working days.

If your complaint cannot be resolved at a local level, it will be escalated to the CEO or Executive General Manager for resolution.

Advocacy services

All Care Recipients have the right to involve an advocate of their choice to assist with the raising and resolution of a complaint. Advocates may be a family member, a friend, or a representative of an advocacy service.

In Victoria, Care Recipients can access the office of the Disability Services Commissioner by phone on 1300 728 187 or TTY service 1300 726 563.

NSW Care Recipients can refer their grievance to the NSW Ombudsman for assistance with resolution if required. The NSW Ombudsman can be contacted on 1800 451 524 or TTY Service 02 9264 8050.

Further Information

For more information please contact your Service Coordinator.