Your feedback is important to us.
At Arcare Aged Care, our communities are at the heart of everything we do, including the local areas we are proud to be part of. We value the voices of residents, families, team members and the local community, because every perspective helps shape better care and meaningful connections. Your feedback is essential in helping us grow, improve and continue to create supportive, and thriving places to live and belong.
Our Commitment
Free and safe
Lodging a complaint is free, confidential, and you can withdraw it at any time.
Fair and respectful
We ensure open communication throughout the process and treat all concerns with fairness and courtesy, and without reprisal.
Transparency
We will address an immediate needs or concerns and provide support, explaining the steps that we will take to ensure it does not occur again.
Resolution approach
We will address the specific concern, prioritises those directly affected, and supports ongoing improvement.
Improvement-focused
All feedback is reviewed to identify ways to improve services and prevent future issues.
What can you report?
Feedback & Complaints
You can raise concerns about any part of your or a loved one’s aged care experience. These can be submitted anonymously or confidentially and will not result in discrimination, victimisation, or negative consequences.
Why should you speak up?
- Help prevent future issues
- Raise awareness of emerging issues
- Build a stronger, safer, more accountable aged care system
How to make a complaint or provide feedback?
It is important to raise your concern or provide your feedback as soon as possible, so we can respond promptly and work towards a timely resolution. It is important you follow one of the below steps to ensure a prompt response.
Confidentiality: Any information you provide in the complaint or feedback will be kept confidential and only disclosed if required by law or otherwise appropriate in the circumstances.
Accessibility Support
We provide tools to assist with submissions:
- The assistive accessibility toolbar on our website, which includes translation, text-to-voice, screen reader functionality, and other accessibility tools.
(Accessible via the Accessibility icon
in the bottom-left corner of your screen.) - Translation services (call 131 450 before placing your call to access an interpreter).
- Lifestyle and care team are available to assist with submitting feedback or a complaint.
What to Include in Your Complaint
- Clear, accurate details
- Respectful tone
- Questions, if clarification is needed
- Honest feedback on your experience
- Think about what you’d like to see happen
What to Expect
The process follows the steps outlined below.
A preliminary response will be provided within 5 working days, provided the above submission process has been followed.
Investigated based on complexity, urgency, and whistleblower status.
- Whistleblower disclosures: If your concern qualifies as a whistleblower disclosure*, it will be managed under our Whistleblower Policy unless you choose to have it treated as a standard complaint or feedback.
- Complexity includes, but is not limited to, whether the complaint qualifies for reporting under the Serious Incident Response Scheme.
Establish a team of relevant Arcare subject matter experts to review the complaint.
- Investigation: Managed by Residence Manager or relevant delegate.
- Fact-finding: The investigation may involve speaking with you and others involved to gather relevant information, unless the complaint was made anonymously.
You’ll be kept informed throughout and notified of the outcome. You will receive a response to your complaint following the investigation.
We’ll review and improve policies, practices, procedures and processes based on findings.
* Whistleblower Disclosures
Whistleblowers are individuals who call out or report issues or concerns and are protected under the Aged Care Act. This is to make sure that older people, people who are close to them, and aged care workers can report information without fear that they will be punished or treated unfairly. These matters are protected by law and handled under our Whistleblowing policy.
Prefer a different investigator?
You may request the Regional Support Manager to lead the process. You can ask for their business card at Reception or indicate your preference in the feedback form.
Escalation Options
If you’re unsatisfied with the outcome or prefer external support, you can contact the following organisations. We will provide appropriate support and assistance.
