Feedback

The nominated Alliance Community Manager shall consider the feedback or complaint and attempt to resolve the matter immediately on the information available. In seeking resolution, the manager will: 

• Determine the nature of the complaint and any relevant procedures. 
• Ensure that steps are taken within seven working days to resolve the complaint. 
• Consider mediation and conciliation where indicated. 
• Involve specialist practitioners where indicated. 
• Keep the complainant informed of the progress of the complaint. 

You also have the right to make a complaint to the Aged Care Quality and Safety Commission. The Aged Care Quality and Safety Commission can be contacted on 1800 844 044 or via their lodge a complaint form.

If you decide to make a complaint or raise feedback to the Aged Care Quality and Safety Commission, you will not be victimised or discriminated against for doing so.

If you need support in making a complaint or providing feedback, there are advocacy services available to assist you. The Older Persons Advocacy Network (OPAN) supports consumers, their families and supporters to make complaints and provide feedback, in addition to helping them understand and exercise their aged care rights.

You can contact OPAN on 1800 700 600. Additional information can also be found on OPAN’s Contact us webpage.

If anyone (such as clients and their friends, family, advocates and supporters, Alliance Community staff or volunteers) reasonably believe that Alliance Community may have breached the Aged Care Act, then the disclosure of this information may be protected under whistleblower laws. 
 
Our Whistleblower Policy explains:

• the criteria for making a disclosure that qualifies for whistleblower protection;
• how Alliance Community will receive, manage and use information that qualifies for whistleblower protections; and
• the legal protections a discloser is entitled to under whistleblower laws. 

If you have information that may qualify for whistleblower protection, we encourage you to speak up. See “How to Make a Disclosure” of our Whistleblower Policy for contact information, or alternatively you can select “whistleblower disclosure” when completing the form below.