Feedback and complaints
If we've got something wrong, we want to hear it, and we'll fix it if we can. Here's how.
Complaints about us
- Tell us by email at [email protected]. Say what happened and what you'd like us to do.
- We'll acknowledge it within 2 business days.
- We'll look into it properly and give you a written response within 10 business days, or tell you why we need longer.
- If we got it wrong, we'll say so and put it right, which may include a refund.
Complaining will never affect how we treat you or your family.
If you're not satisfied with our response
- Consumer Affairs Victoria for consumer issues: consumer.vic.gov.au, 1300 55 81 81.
- Health Complaints Commissioner (Victoria) for how we handled health information: hcc.vic.gov.au, 1300 582 113.
- Office of the Australian Information Commissioner for privacy: oaic.gov.au, 1300 363 992.
Complaints about an aged care home
If you're unhappy with the care at an aged care home, start with the home's own complaints process. You can also contact:
- the Aged Care Quality and Safety Commission, which regulates government-funded aged care: agedcarequality.gov.au, 1800 951 822; and
- the Older Persons Advocacy Network (OPAN) for free, independent support to raise a concern: 1800 700 600.
If you're worried that an older person is being mistreated, the Elder Abuse Phone Line is 1800 353 374. In an emergency, call 000.
Corrections
If you've spotted a mistake on our site, including about an aged care home, please email us. Homes can ask us to correct a fact about them; we check it against the published source and fix genuine errors promptly. See how we check our facts.