Feedback and Complaints
We value your feedback. You can submit a complaint, give a compliment, or offer a suggestion to help us improve our service.
We want you to be confident that you can give feedback about our services, or raise a concern, and know that it will be treated in a timely, fair, and transparent manner.
To find out more about your rights and responsibilities follow the link below to obtain further information.
What happens once we receive your feedback?
Acknowledge – We acknowledge your feedback, complaint, or compliment within two business days.
Investigate – If your feedback is a complaint, we investigate with a view to establishing what course of action is necessary to achieve a suitable outcome.
Respond – We communicate the outcome and reasons for the decisions as well as the actions taken by Aster Home Care.
Follow-Up – Once we have addressed the complaint to your satisfaction, we may follow-up to confirm any ongoing improvements.
How can you provide feedback or make a complaint?
Early feedback enables us to help you before the issue becomes worrying or frustrating.
You can provide feedback or make a complaint by completing the Contact Us Form
| Call | (07) 5611 5060 |
| Fax | (07) 5599 2977 |
| Write To Us | Director of Nursing Aster Home Care, PO Box 625, Miami LPO 4220 |
If you do not feel comfortable raising a complaint directly with us or continue to be dissatisfied after raising your complaint, external assistance is available, please refer to the list of contacts provided.
Department of Veteran Affairs
Phone: 1800 838 372 (free call)
Web: www.dva.gov.au
Write: GPO Box 9998, Brisbane QLD 4001
Aged Care Quality and Safety Commission
Phone: 1800 951 822 (free call)
Web: www.agedcarequality.gov.au
Write: GPO Box 9819, In Your Capital City
Older Persons Advocacy Network (OPAN)
Web: www.agedcarequality.gov.au
Office of the Health Ombudsman
Phone: 133 646
Email: complaints@oho.qld.gov.au
Aged and Disability Advocates Australia
Phone: (07) 3637 6000 or
1800 818 338 (free call)
Email: info@adaaustralia.com.au
National Relay Service & Interpreter
If you are deaf or have a hearing or speech impairment call 1800 555 677
If you need an interpreter call 131 450
