Complaints Mechanisms
There are two systems available to people wanting to lodge a complaint or comment about the facility:
- Internal
- External (through The Aged Care Complaints Investigation Scheme)
Internal Complaints Mechanism
- Registered Nurse in Charge or member of staff
- Director of Care Services
- Residents Committee
All efforts will be made to resolve the problem
without causing any undue stress to the resident
You can raise a concern through writing, by telephone, by email, or personally with a staff member or management.
External Complaints
Australian Government Department of Human Services
Department of Health Complaints
Investigation Unit (Free-call 1800 550 552)
Health Care Commission
Department of Human Services
Complaints Investigation Scheme
GPO Box 9848
SYDNEY NSW 2001
Tel: (02) 9263 3707 / (02) 9263 3708 / (02) 9263 3709
Fax: (02) 9263 3693
NSW Toll Free:1800 550 552
HEALTH CARE COMPLAINTS COMMISSION
Health Care Complaints Commission
28-36 Foveaux Street
SURRY HILLS NSW 2010
Tel: 9219 7444
RESIDENT ADVOCACY GROUP
The Aged-Care Rights Service
Suite 5, 5th Floor, 64 Kippax Street
SURRY HILLS NSW 2010
Tel:(02) 9281 3600
Fax:(02) 9281 3672
Toll Free: 1800 424 079
LIST OF GUARDIANSHIP AUTHORITIES/PUBLIC ADVOCATES/TRUSTEE OFFICES
Office of the Public Guardian
Level 15, Piccadilly Tower, 133 Castlereagh Street
SYDNEY NSW 2000
Tel: (02) 9265 3184
Fax: (02) 9283 2645
Toll-free: 1800 451 510
Guardianship Board
2a Rowntree Street, BALMAIN NSW 2041
Ph: (02) 9555 8500
Fax: (02) 9555 9049
Toll-free: 1800 463 928
Office of the Protective Commissioner
Level 12-16 Piccadilly Tower, 133 Castlereagh Street
SYDNEY NSW 2000
Tel: (02) 9265 3131
Fax: (02) 9261 4305