Feedback & complaints
Feedback, complaints and service concerns
You have the right to provide feedback, make a complaint, or raise a concern at any time. This can be done safely, respectfully, and without it affecting the care, dignity, or attention you receive.
A clearer review pathway from first concern to service improvement
We do not expect people to decode the complaints process themselves. The pathway below shows what normally happens after a concern is raised.
Acknowledged
Written complaints and feedback are normally acknowledged within 2 business days.
Reviewed and triaged
We review the issue, the setting, and whether any immediate clinical or safety action is needed.
Investigated where needed
If the concern needs deeper review, the right person will investigate and gather the relevant information.
Outcome provided
We explain what has been found, what action is being taken, and what happens next.
Used to improve services
Complaints and feedback are used to improve service quality, communication, and care processes over time.
Clinics GRPCare, governance and continuity
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