Feedback
Your feedback helps us provide high-quality aged care services and supports. We actively encourage feedback from clients, family members, carers, representatives, and advocates.
Feedback can be provided anonymously, through written or online surveys, by email, over the phone, or during conversations with our team. We welcome your feedback about:
Quality of care and services received
Consistency of services provided
Support worker performance
Services and supports that work well for you
Changes you would like to see
What you like and dislike about our services
Suggestions for improvement
our overall experience with Tribe Aged Care
Complaints
You always have the right to expect the highest possible standard of service from us.
At Tribe Aged Care, we take all concerns and complaints seriously and are committed to resolving issues fairly, respectfully, and promptly.
Making a complaint will not negatively impact the services you receive. Our staff will not retaliate against, discriminate against, or treat you differently because you have raised a concern or complaint.
You may make a complaint about:
The services we provide
A support worker or staff member
Service quality
Communication
Scheduling or rostering
Safety concerns
Any aspect of your experience with Tribe Aged Care
You may choose to make a complaint anonymously.
If you do not feel comfortable making a complaint yourself, someone else may do so on your behalf, including:
An advocate
A family member
A friend
A carer
A representative
Any person you know and trust
Please send your complaint to Tribe Aged Care via:
Phone: 0466 222 033
Email: info@tribesupport.com.au
Or complete the Complaints & Feedback Form below.
What Happens Next?
Once a complaint has been received, Tribe Aged Care will investigate the matter and work towards a fair resolution. We will:
Acknowledge receipt of your complaint.
Review and investigate the concerns raised.
Develop a plan to address and resolve the matter where appropriate.
Keep you informed throughout the process.
Seek your feedback regarding any proposed resolution.
Implement improvements where required.
You will be advised of the outcome and given the opportunity to let us know whether you are satisfied with the proposed resolution.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may contact:
Aged Care Quality and Safety Commission
Telephone: 1800 951 822
Website: www.agedcarequality.gov.au
The Aged Care Quality and Safety Commission is the independent government body responsible for regulating and improving aged care services across Australia.
You may also seek assistance from an aged care advocate through the Older Persons Advocacy Network (OPAN).
Older Persons Advocacy Network (OPAN)
Telephone: 1800 700 600
Website: www.opan.org.au