Feedback & Complaints

Your feedback helps us provide safe, person-centred care. We welcome compliments, suggestions and complaints from clients, families, representatives and anyone else in the community. Raising a concern will not affect your care.

How to give feedback or make a complaint

You can contact us in whichever way suits you:

• Email: info@anjelichearts.com.au
• Phone: see our Contact page for our phone numbers
• Online: use the form on our Contact page
• In person: speak to any member of our team during a visit.

You can ask a family member, friend or advocate to raise a concern on your behalf. If you need an interpreter, let us know, or contact the Translating and Interpreting Service (TIS National) on 131 450.

What happens next

1. We listen. We acknowledge your feedback and make sure we understand your concern and the outcome you’re hoping for.
2. We look into it. We review what happened fairly and confidentially, and keep you informed along the way.
3. We respond. We explain what we found and what we will do, and apologise if something went wrong.
4. We learn. We use feedback to improve our care and services.

Support at Home clients

If you receive services through your Support at Home package with Trilogy Care, you can also raise your concern with Trilogy Care, as your approved Support at Home provider.

Independent support and escalation

If you’re not satisfied with how we’ve handled your concern, or you’d rather not raise it with us directly, you can contact the Aged Care Quality and Safety Commission. The Commission is independent, and its service is free. It can tell you whether it can help with your concern.

• Phone: 1800 951 822 (free call)
• Website: agedcarequality.gov.au

You can also get free, independent and confidential support from an aged care advocate through the Older Persons Advocacy Network (OPAN) on 1800 700 600 or at opan.org.au.

If you’re concerned about your privacy, see our Privacy Policy.

In an emergency

If someone is in immediate danger, call 000.