Your Rights

FEEDBACK – “Complaints, Compliments, Comments & Suggestions”

Your feedback is important to us.  Please take the time to let us know about your experience so we can improve our service.

How do I make a complaint or a suggestion?

If you are not  happy with our service please contact us.  We take complaints seriously and aim to resolve them quickly and fairly.

Speak directly to the staff member involved or fill in a complaints form at reception on any site or fill in the online form.  Provide contact details so we can reply to you.

We can provide assistance for you to lodge your complaint, or help you to find an advocate who will assist you in having your complaint heard.

What happens next?

When we receive a complaint it is our responsibility to:

  • Acknowledge receipt within 24 working hours
  • Conduct a fair, unbiased investigation
  • Ensure your complaint can be lodged without fear of retribution
  • Inform you of the outcome of your complaint

Unresolved Complaints

If you are not satisfied with the outcome of your complaint contact the Chief Executive Officer in writing addressed to:

 “Confidential” The CEO – Grampians Community Health – 8-22 Patrick Street Stawell 3380

Health Complaints Commissioner (HCC)

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:

Fill out a complaint form online at www.hcc.vic.gov.au or

Phone 1300 582 113 between 9am and 5pm  Monday to Friday to discuss your complaint

Office of the Public Advocate

Level 436 Lonsdale Street – Melbourne   VIC   3000

Phone: 03 9603 9500 Free call: 1800 136 829

www.publicadvocate.vic.gov.au

Aged care Complaints Scheme

A complaint is an expression of dissatisfaction. The concern may be about anything regarding the care or services provided to service recipients.

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