Ring the office
Ask to speak to the manager. If it is about your care, the manager will take it personally.
Complaints and feedback
Tell us when we get it wrong.
We would rather hear it from you than not hear it at all. Complaints are taken seriously, handled confidentially, and will never count against the care you receive.
How to raise a concern
Four ways — use whichever is easiest.
You do not need to put anything in writing first, and you do not need to be a client. A family member, carer or advocate can raise a concern on your behalf.
Email or write
Or post to 4 Campbell Street, Corrigin WA 6375. Put "Complaint" in the subject line so it is not missed.
Through this website
Send the contact form and choose A complaint or feedback.
Your message goes straight to the office the same way a callback request does.
You can also tell any support worker or care manager who visits you — they are required to pass it on.
What happens next
A process, not a brush-off.
We listen
We record what happened, in your words, and check we have understood it correctly before anything else.
We acknowledge it
Within five business days you will know who is handling your complaint and how to reach them.
We look into it
We talk to the people involved and keep you informed as we go — you should not have to chase us for updates.
We tell you the outcome
Usually within thirty days, in writing if you want it: what we found, what we are changing, and what to do if you are still not satisfied.
Our promise
- Raising a complaint will never affect the care or services you receive
- We are open about what went wrong and honest about what we can fix
- An interpreter is provided free of charge — ring 131 450 and ask for our number
- If you use a hearing or speech aid, the National Relay Service is on 133 677
- You can have an independent advocate with you at any point — Older Persons Advocacy Network, 1800 700 600
Outside the organisation
You can go straight there if you prefer.
You do not need our permission, and you do not need to complain to us first. Every one of these services is free and independent.
If someone is in immediate danger, call 000. For urgent health advice, call Healthdirect on 1800 022 222.
Aged Care Quality and Safety Commission
The independent regulator for aged care. It handles complaints about any registered provider, and can take complaints anonymously.
1800 951 822 · agedcarequality.gov.au/making-complaint
Older Persons Advocacy Network (OPAN)
Free, independent advocates who can speak on your behalf or help you make a complaint yourself.
1800 700 600 · opan.com.au
Privacy concerns
If your complaint is about how we handle personal information, the regulator is the Office of the Australian Information Commissioner.
1300 363 992 · oaic.gov.au
When things go right
Feedback is welcome too.
Telling us what a support worker did well goes straight into their record, and telling us what could be smoother shapes how we plan services. Compliments and complaints follow the same paths — ring, email, or use the contact form.
Who handles what
Manager — all complaints, from first contact to written outcome.
We review every complaint, and what we learn from them, at least every quarter. If the same problem appears twice, the fix goes into how we train and plan — not just into one client's file.
Rather talk it through first?
Ring the office. You can decide whether it is a complaint after you have spoken to someone.