Feedback, Complaints, and Advocacy

We care deeply about you receiving the best possible Support at Home, and your experience matters to us. That is why we welcome your feedback and complaints, as they help us understand what is working well and where we can improve. 

All feedback and complaints are treated respectfully and confidentially. You can share them with any member of your Care Team, and you should speak with whoever you feel most comfortable with. We take every complaint seriously and will work with you to resolve any issues as a top priority. To help us to resolve your complaint, the Aged Care Quality and Safety Commission recommends that you: 

• Detail the facts and events clearly.
• Include important background information and outline any steps taken to fix the problem.
• Be clear about the outcome you want to achieve.
• Ask a friend or family member to help you raise your complaint or contact an advocacy service.

If your issue is not resolved to your satisfaction, you can escalate it by contacting:

Aunty Grace

• Phone: 1300 008 801
• Address: PO BOX 185 Collins Street West, VIC 8007 
• Email: hello@auntygrace.com.au

If you are still not satisfied with the outcome of your feedback, you have the right to raise this with the Aged Care Quality and Safety Commission:

Aged Care Quality and Safety Commission (ACQSC)

• Phone: 1800 951 822
• Online: www.agedcarequality.gov.au 
• Mail: Aged Care Quality and Safety Commission, GPO Box 9819

Anyone can submit a complaint to the ACQSC, including family, friends and carers. You can submit your complaint to ACQSC anonymously or confidentially, however this can limit what they are able to do to help.

Advocacy services are independent organisations that can support you to raise concerns, make complaints, or communicate your wishes. You can choose to use an advocate at any stage, even if you don’t need to make a complaint, and we will fully respect and support your right to do so.

For free and independent support, you can contact:

Older Persons Advocacy Network (OPAN)

• Phone: 1800 700 600
• Online: www.opan.com.au

It’s very important that you let us know about any incidents, injuries, illnesses or events that may affect your health and wellbeing, or the quality of the services you receive. This helps us respond quickly to support you and make any necessary changes to your care.

There are also certain types of incidents that we are required by law to report to the Aged Care Quality and Safety Commission under the Serious Incident Response Scheme (SIRS). By reporting incidents to us as soon as they happen, you help us meet these requirements and ensure you continue to receive safe and high-quality care.