At Catholic Homes, we value your feedback. Your thoughts, experiences, and suggestions help us improve our care and services. Whether it’s a compliment, a complaint or comment we encourage you to share your feedback with us
Why Your Feedback Matters
We are committed to continuous improvement and delivering high-quality care in line with the Aged Care Quality Standards. Your input ensures we maintain excellence in:
Respecting your rights and dignity
Delivering safe and effective care
Improving our services based on real experiences
Providing Feedback and Complaints
We value the feedback of our residents, clients, and families and love hearing about what we are doing well. Likewise, we value all feedback, suggestions, or ideas on what we can do to improve, and we welcome the opportunity to resolve any complaints you may have.
Talk to our employees
The best way to resolve any feedback is to talk to us as soon as possible – speaking directly with our team is always the most effective way to ensure your concerns are heard and addressed.
Please discuss any compliments, complaints or suggestions with the employee caring for you, or ask to speak to:
The Clinical Care Manager or Facility Manager at the Home (Residential Care)
The Case Manager or Regional Manager of the service (Home Care).
Other options to provide feedback:
Complete the Feedback Form: Compliments, Complaints & Comments – Catholic Homes
Through their advocacy service, the Older Persons Advocacy Network (OPAN) can support residents, clients and families to understand and exercise their rights and have their voice heard on the issues that are important to them. You can contact them on 1800 700 600 or, for more information, refer to opan.org.au.
The Aged Care Quality and Safety Commission and the Aged Care Complaints Commissioner
How can you provide feedback or raise a complaint in another language?
If you speak a language other than English and wish to provide feedback or raise a complaint:
Contact the service, and we can arrange a phone call with an interpreter if required.
Write to us or email us in your own language, and we will arrange for your letter to be translated.
Ask the management team within the home, and they will be able to assist.
Can you give me assistance to provide feedback or raise a complaint?
If you are deaf, hard of hearing or have a visual impairment, let us know the best way to communicate with you. We can arrange interpreters in Auslan, tactile deaf and blind to communicate with each other.
How long will it take?
We will acknowledge your feedback or complaint within three (3) days. All compliments are shared with the relevant employees. If you have provided a complaint or suggestion, we will appoint the most appropriate employee to review the issue and ensure appropriate next steps are in place. Most complaints or suggestions can be addressed within a few days. More complex matters may take a number of weeks. We are committed to working with you through this process and will keep you updated if there is any delay.
For more information about your aged care rights, contact one of our friendly team today.
Submit feedback to Catholic Homes
Your contact details and feedback will be strictly confidential. We’ll ask for your permission before we involve any other parties who may need to resolve the situation satisfactorily.
If you wish your feedback to be anonymous, please leave your name and contact details blank.
What to do if you are not satisfied with our response
If you have a complaint you have not been able to resolve by talking with us; the Aged Care Quality and Safety Commission can support you with information and options to resolve it.
1800 951 822 for general complaints
1800 844 044 for food, nutrition and dining-related complaints (dedicated hotline on 1800 844 044, 9 am to 5 pm AEST, Monday to Friday).
We value your input
Compliments, Complaints & Comments
At Catholic Homes, we value your feedback. Your thoughts, experiences, and suggestions help us improve our care and services. Whether it’s a compliment, a complaint or comment we encourage you to share your feedback with us
Why Your Feedback Matters
We are committed to continuous improvement and delivering high-quality care in line with the Aged Care Quality Standards. Your input ensures we maintain excellence in:
Providing Feedback and Complaints
We value the feedback of our residents, clients, and families and love hearing about what we are doing well. Likewise, we value all feedback, suggestions, or ideas on what we can do to improve, and we welcome the opportunity to resolve any complaints you may have.
Talk to our employees
The best way to resolve any feedback is to talk to us as soon as possible – speaking directly with our team is always the most effective way to ensure your concerns are heard and addressed.
Please discuss any compliments, complaints or suggestions with the employee caring for you, or ask to speak to:
Other options to provide feedback:
Older Persons Advocacy Network (OPAN)
Through their advocacy service, the Older Persons Advocacy Network (OPAN) can support residents, clients and families to understand and exercise their rights and have their voice heard on the issues that are important to them. You can contact them on 1800 700 600 or, for more information, refer to opan.org.au.
The Aged Care Quality and Safety Commission and the Aged Care Complaints Commissioner
The Aged Care Quality and Safety Commission provides a free complaints resolution service. You can contact them or the Complaints Commissioner on 1800 951 822, or for more information, refer to www.agedcarequality.gov.au/making-complaint.
How can you provide feedback or raise a complaint in another language?
If you speak a language other than English and wish to provide feedback or raise a complaint:
Can you give me assistance to provide feedback or raise a complaint?
If you are deaf, hard of hearing or have a visual impairment, let us know the best way to communicate with you. We can arrange interpreters in Auslan, tactile deaf and blind to communicate with each other.
How long will it take?
We will acknowledge your feedback or complaint within three (3) days. All compliments are shared with the relevant employees. If you have provided a complaint or suggestion, we will appoint the most appropriate employee to review the issue and ensure appropriate next steps are in place. Most complaints or suggestions can be addressed within a few days. More complex matters may take a number of weeks. We are committed to working with you through this process and will keep you updated if there is any delay.
For more information about your aged care rights, contact one of our friendly team today.
Submit feedback to Catholic Homes
Your contact details and feedback will be strictly confidential. We’ll ask for your permission before we involve any other parties who may need to resolve the situation satisfactorily.
If you wish your feedback to be anonymous, please leave your name and contact details blank.
What to do if you are not satisfied with our response
If you have a complaint you have not been able to resolve by talking with us; the Aged Care Quality and Safety Commission can support you with information and options to resolve it.