We recognise the value of complaints as an important tool in responding to concerns, monitoring our performance and continuous improvement.

We treat all complaints seriously and we are committed to handling all complaints in a way that is fair, timely and accountable.

You can make a complaint by contacting us, sending us a letter, sending us a fax, or sending us an email to

Anonymous complaints are also accepted, but we can’t respond if you don’t identify yourself.

We aim to acknowledge complaints on the same business day they are received. We will send a copy of your complaint, or at the very least the relevant particulars of your complaint, to the person or persons who are the subject of the complaint, and we ask them to respond in writing within 10 days. We will consider their responses and we may need to seek further information or clarification from either the person who has lodged the complaint, or the person(s) responding.

Our commitment is that we will make a decision within 28 days of having received the complaint. Where a complaint is more complex, we will keep the complainant advised of progress.

If you are not satisfied with the response, you can elevate your complaint to our Chief Executive Officer Mark Brandon.

All complaints are seen by our CEO.

Our General Manager Corporate Affairs and Human Resources Chris Falvey is responsible for overall complaints management, and this includes reviewing all responses before they are sent to the complainant, and determining whether there should be any changes to our corporate policies or procedures as a result of the issues identified in the complaint. Each year, we review all complaints to identify any trends we feed this into our training and staff development, and we include complaints data and analysis in our annual report.

Our complaints policy is an important part of our Quality Management System which has been independently certified by SAI Global as meeting the requirements of the international standard.

Alternatively you can write to the Aged Care Commissioner.
Aged Care Commissioner
Locked Bag 3
Collins Street East, Victoria 8003

We have a protocol with the Aged Care Commissioner. Click here for your copy of this protocol.