Complaints & Feedback Policy
Effective Date: 25 October 2025
1. Purpose
At All Aged Health Care Services Pty Ltd, we are committed to providing high-quality, respectful, and person-centred care. We value your feedback — whether positive or negative — as it helps us improve our services and uphold our professional and ethical obligations.
This policy outlines how you can provide feedback or make a complaint, and how we manage and respond to such matters fairly and promptly.
2. Our Commitment
We will:
- Treat all complaints and feedback seriously, confidentially, and without discrimination
- Handle matters in line with the NDIS Code of Conduct, Australian Consumer Law, and AHPRA/OHO complaint processes
- Ensure that complaints are acknowledged, investigated, and responded to within a reasonable timeframe
- Take all reasonable steps to resolve issues informally where possible; and
- Use feedback to continuously improve our services
Making a complaint will not affect your right to receive services or how you are treated by our staff.
3. How to Provide Feedback or Make a Complaint
You can provide feedback or make a complaint in any of the following ways:
By Email:
By Phone:
By Mail:
All Aged Health Care Services Pty Ltd
[Insert Office or Postal Address if available]
You may also raise a concern directly with your practitioner or a team member at any time.
4. What to Include in a Complaint
When making a complaint, please include as much detail as possible, such as:
- Your full name and contact details (or you may remain anonymous if preferred)
- The date and nature of the issue
- Names of any staff members involved (if known); and
- What outcome or resolution you would like to see
We will confirm receipt of your complaint and inform you of the process and expected timeframes for response.
5. How We Handle Complaints
📝 Acknowledgement:
We will acknowledge receipt of your complaint within 5 business days.
🔍 Assessment:
A senior staff member or manager will review the complaint objectively.
🔎 Investigation:
We may gather information from relevant staff or parties involved.
✅ Outcome:
You will receive a written or verbal response outlining our findings and any actions taken.
📞 Follow-Up:
Where appropriate, we will check that you are satisfied with the resolution.
We aim to resolve most complaints within 21 business days.
6. Escalating a Complaint
If you are not satisfied with our response, you may escalate the matter to an external authority. Depending on the nature of your concern, you can contact:
(a) For Health Service Complaints:
Office of the Health Ombudsman (Queensland)
(b) For Registered Practitioners:
Australian Health Practitioner Regulation Agency (AHPRA)
(c) For NDIS Participants:
NDIS Quality and Safeguards Commission
📞 1800 035 544 (free call from landlines)
(d) For Privacy Complaints:
Office of the Australian Information Commissioner (OAIC)
7. Confidentiality and Record Keeping
All complaints and feedback are handled confidentially and recorded securely. Only staff directly involved in the resolution process will have access to complaint details.
Records are maintained in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
8. Continuous Improvement
Feedback and complaints help us improve our quality of care. We regularly review complaint trends and outcomes to identify areas for staff training, service improvement, and policy development.
9. Contact Us
All Aged Health Care Services Pty Ltd
- ABN: 70 671 970 880
- AHPRA Registration: PSY0002221167
- 📧 Email: AllAgedHealthCareServices@Gmail.com
- 📞 Phone: +61 (07) 2143 6083
- 🌐 https://www.allagedhealthcareservices.com.au
All Aged Health Care Services Pty Ltd
Contact Information
- ABN: 70 671 970 880
- AHPRA: PSY0002221167
- 📧 AllAgedHealthCareServices@Gmail.com
- 📞 +61 (07) 2143 6083
- 🌐 www.allagedhealthcareservices.com.au