Clients are encouraged to provide honest feedback which may include compliments or complaints. No client will be disadvantaged as the result of making a complaint and Care Connect will work to resolve the issue or concern in a timely manner.

Compliments

Clients may wish to provide a compliment to individual staff or directly to a Care Connect office. Care Connect values these comments and staff appreciates hearing your feedback. Each team collects cards, letters or general comments on a notice board at each site. Testimonials maybe used in Care Connect literature of funding submissions.

Complaints

Who can make a complaint?

Any Care Connect client, carer, advocate or stakeholder can make a complaint.

How can complaints be made?

Complaints can be made by:

• Speaking to your main Care Connect contact
• Telephoning your local office or the Care Connect head office
• Writing directly to the Care Connect staff member or manager
• Completing an email or external feedback form
• Using an advocate to speak on your behalf

What happens to my complaint?

Care Connect aims to resolve all complaints in a timely manner. Complaints maybe resolved informally following a discussion, require a meeting to ensure all parties are happy with the planned solution or more formally through mediation.

When may I use an advocate?

Any Care Connect client or carer may utilise an advocate at any time. Information about formal advocate services can be provided upon request.

Who else may assist me?

If you require any support to make a complaint, Care Connect can provide information on independent advocates or government investigation schemes. These include:

• Health Services Commissioner
• Disability Commissioner Victoria, ph:1300 728 187
• Office of the Public Advocate
• Aged Care Complaints, ph:1800 550 552
• National Aged Care Advocacy Line, ph:1800 700 600