Feedback and complaints

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AccessCare aims to provide you with the best services possible. If for whatever reason you are unhappy with the services you have received or have been arranged on your behalf, we welcome your feedback to improve our service.

Making a complaint is your right and will not affect the services you receive. We take complaints seriously and use the information to try to improve our service delivery.

We will address your feedback, grievance or concern in a fair, responsive and solution focused manner. 

You can involve an advocate, at any time, to speak on your behalf when making a complaint.

View our standards of care

How to make a complaint

There are a number of ways you can make a complaint or submit feedback to AccessCare.

  • Speak directly with your Aged Care Advisor or Community and Home Support Team Coordinator
  • Print our Have Your Say form(PDF, 38KB) and either email it to info@accesscare.org.au, or post it to PO Box 625, Mentone, 3194
  • Fill out the Have Your Say form at the bottom of the page
  • Call AccessCare on 1300 819 200 and ask to speak to the relevant team leader

Your call (if not received immediately) will be returned within one working day (Monday to Friday). We will conduct an investigation of your complaint and work toward a prompt resolution.

If the problem is not resolved within 14 working days (Monday to Friday), we will keep you informed of the progress.

If the concern is not resolved to your satisfaction, you can take your complaint further by accessing the City of Kingston's Customer Advocate on 1300 653 356.

If you're aged 65 or over, you may submit a complaint via:

Aged Care Quality and Safety Commission - Online complaint form or phone 1800 951 822.

If you're under 65 years of age, you may submit a complaint via:

Disability Services Commissioner - Making a complaint page or phone 1800 677 342.

Have Your Say online form

Click here to view form.

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