Feedback & complaints
Feedback, complaints and service concerns
You have the right to provide feedback, make a complaint or raise a concern at any time—safely, respectfully and without it affecting the care, dignity or attention you receive.
Urgent or safety concern
If your concern relates to immediate safety, a fall, medication issues, neglect, injury or clinical deterioration, please call us directly rather than waiting for an online response.
Rights, process, and escalation are visible from the start
This page is designed to make the complaints process clearer. It explains your rights, how to raise a concern, and where outside support sits if you want independent help.
Your rights
You can provide feedback, make a complaint, or raise a concern at any time without fear of negative consequences. Complaints should be handled respectfully and should not disadvantage your care.
How to make a complaint
You can speak to a team member, call us, or use the online contact form to raise feedback or a complaint. If support is needed to explain the issue, that can be arranged.
External support
You may also seek independent advocacy through OPAN or raise concerns with the Aged Care Quality and Safety Commission if external review or support is needed.
Review pathway