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Aged Care: Feedback, Compliments and Complaints Policy

At Hosanna Community Care, your voice matters. We welcome all feedback – compliments, complaints, and suggestions – because it helps us improve our services and make sure you feel safe, heard, and respected.

This policy supports your rights under the Statement of Rights (effective November 1, 2025), including your right to raise concerns without fear of reprisal.

What You Can Expect

  • You can give feedback or make a complaint at any time.
  • We will listen respectfully and take your feedback seriously.
  • You will not be treated unfairly for speaking up.
  • Enhanced protections if you report serious concerns – your identity will be protected and you cannot be punished for speaking up (strengthened under the new Aged Care Act 2025).
  • You can give feedback in private, with support, or anonymously.
  • We aim to resolve complaints quickly and fairly.
  • Your information will be kept private.
  • We use your feedback to improve our services.

How You Can Share Feedback

  • Fill out a feedback form – available in English and Arabic.
  • Drop your feedback in our locked feedback boxes at reception.
  • Talk to any staff member you trust.
  • Speak directly to the CEO or a manager.
  • Use our website or email us at [email protected].
  • Call us at 03 9002 0170 or 0468 449 141.
  • You can also speak with the Aged Care Quality and Safety Commission.

Need Help to Speak Up?

We can help you fill out a form, or you can ask a family member, friend, or advocate to speak for you.

We can also arrange a translator if you need one.

What Happens When You Make a Complaint?

  • We’ll acknowledge your complaint within 7 days.
  • We’ll aim to resolve it within 35 days.
  • We’ll keep you informed during the process.
  • If needed, we’ll involve an independent person to help.
  • You’ll receive a summary of what we found, what we changed, and an apology if needed.
  • We follow the Serious Incident Response Scheme (SIRS) for serious incidents, with some matters reported to the Commission within 24 hours to ensure your safety.

External Help

Aged Care Quality and Safety Commission:

Older Persons Advocacy Network (OPAN):

NDIS Quality and Safeguards Commission (if you also receive NDIS services):

Thank you

Thank you for helping us grow and improve. At Hosanna, your feedback is always welcome.

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