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Poster – Aged care complaints: Four key things aged care staff should know

 

  1. You can help people feel more comfortable about sharing their concerns.
  • Listen and take feedback seriously about your aged care service.
  • Offer information about support available from advocacy services and the Aged Care Complaints Commissioner.
  1. Use your service’s complaints process to try to quickly resolve the issue first.
  • You can strengthen relationships with the complainant and person receiving aged care.
  1. If resolving concerns in your service is not an option, contact the Complaints Commissioner.
  • We offer a free complaints resolution service for people raising concerns about Australian Government funded aged care services for help at home or in an aged care home.
  • We accept anonymous, confidential and open complaints from anyone.
  1. The Complaints Commissioner will work with your service and the complainant to resolve the issues.
  • We can support complainants to raise their concern directly with your service or examine the complaints using various approaches.
  • Our website has resources to help with complaint handling.

Contact us:

Phone 1800 550 552

Web agedcarecomplaints.gov.au

Write Aged Care Complaints Commissioner, GPO Box 9848, In your capital city