Feedback
Whether it's a complaint, compliment, or general feedback - we regard all feedback as an opportunity to improve our service for you and for others.
Feedback is welcome and assists us to make improvements to the care and other services we provide. Your compliments are also very welcome, and feedback will be given directly to the staff.
You have the right to be supported by a person of your choosing throughout this process.
Step 1.
We have several ways to give feedback:
- In person
- By telephone
- Email to the relevant manager or centre
- Email to dedicated continuous improvement emails qualityci@alzqld.org.au or dacsqualityci@dacs.org.au
- By writing to us via the postal service and forwarding it to: 47 Tryon Street, Upper Mount Gravatt, QLD, 4122
If you wish you can obtain a copy of the Have Your Say form from the lounge/dining room or front entry of the facility/centre, a copy of the form was in your welcome pack, or you can ask us to send you a form by any of the methods listed above, or use the link at the bottom of this page. Staff members can assist you to complete these forms if you wish.
Adding your name or contact details to any feedback is voluntary, however if you do not identify yourself, we cannot keep you up to date on the progress of your concerns.
The completed form can be returned to the manager, emailed or sent to us via the postal service.
Step 2.
You are encouraged to discuss your concerns with the relevant manager or member of staff on duty. Your feedback will be followed up promptly, and you will receive acknowledgement within 3-5 business days. The confidentiality of any person giving feedback will be maintained throughout the process as much as we can, however, there may be instances where we must by law disclose your name to a Police Service or Government Body. If we do disclose your name, we will tell you.
Step 3.
An investigation will be undertaken, and you will be contacted to discuss your concerns if you include your name when notifying us of your concern. We endeavour to have all concerns resolved within 30 days however some complex issues may take longer, and we will tell you if we believe the process will take longer.
If you have not given us your contact details, we will report any trends or continuous improvements arising from feedback to the Consumer Advisory Meeting when next held.
Step 4.
If you are not satisfied with the investigation and subsequent action taken by management, the relevant manager will refer the matter to the CEO who will consult with all people involved in seeking a resolution.
Step 5.
If the matter cannot be resolved and you remain unsatisfied with the outcome of the investigation you may also forward the complaint to the:
Aged and Disability Australia
Address: 121 Copperfield Street, Geebung, QLD, 4034
Telephone: (07) 3367 6000 Toll-free: 1800 818 338
Email: info@adaaustralia.com.au
Older Persons Advocacy Network (OPAN)
Address: c/o Senior Rights Service L4, 4189A Elizabeth Street, Surry Hills, NSW, 2010
Toll-free: 1800 700 600 Translating & Interpreting Service: 131 450
Voice Relay Number: 1300 555 727
Web: www.opan.org.au
Aged Care Quality and Safety Commission
Address: GPO Box 9819, Brisbane, QLD, 4000
Toll-free: 1800 951 822
Online: https://www.agedcarequality.gov.au/contact-us/complaints-feedback/how-raise-concern
Of course, you can raise concerns directly with these agencies at any time.
Step 6.
The person lodging the concern and/or the person receiving care and services from us has the right to be free of retribution, harassment or being treated unfairly. People lodging complaints and/or the person in receipt of services from us are protected under whistleblower legislation. If you believe that we have not fulfilled this obligation you may report this to the agencies listed above.