Complaints resolution procedure

Under the Aged Care Act and National Disability Insurance Scheme Act 2013 and Disability Act 1993, we are required to have a complaints resolution procedure and to tell you about it. 

The West Coast Homecare Complaints resolution Policy and Procedure is in the Consumer Service Agreement in Schedule 1 or on our website www.westcoasthomecare.com

All of this information, plus our complaints resolution form can be downloaded at this link.

Making a complaint

  • In person – speak to the Program Manager or CEO at West Coast Homecare 4 Eyre Street, Port Lincoln 5606
  • By phone – 08 86822177 and speak to the relevant Program Manager
  • In writing to West Coast Homecare, PO Box 881 Port Lincoln 5606
  • By emailing us at: feedback@westcoasthomecare.com
  • Online – with our feedback resolution form

What Happens when you make a complaint?

West Coast Homecare will resolve your complaint as quickly as possible, our Complaints Procedure requires that we:

  • Take immediate action where there appears to be a high risk of harm, neglect or abuse
  • Aim to acknowledge complaints within 3 business days of receiving the complaint
  • Aim to resolve complaints within 30 days of receipt
  • We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

When we contact you to talk to about your complaint we may ask you to provide more information to help us understand the nature of your complaint. Complaints can be resolved in many ways and the person who is handling your complaint can provide you with information about how similar complaints have been resolved.

 

What if you think a decision made by West Coast Homecare about you is wrong?

If you are dissatisfied with the outcome of your complaint you can ask for the CEO or Board to review the complaint and how it was handled.  After this, if you are still not satisfied, you may seek assistance from:

Aged Care service recipients:

Aged Care Quality and Safety Commission

  • Telephone 1800 951 822
  • Web: www.agedcarequality.gov.au
  • In writing – Aged Care Quality and Safety Commission, GPO Box 9819, Adelaide, 5000

 

Age Rights Advocacy Service Inc (ARAS)

  • Telephone 1800 700 600
  • Web: sa.agedrights.asn.au
  • email: aras@agedrights.asn.au
  • In writing – ARAS, PO Box 7234, Hutt Street, SA,  5000

 

National Aged Care Advocacy Line 1800 700 600

NDIS Service Recipients:

NDIS Quality and Safeguards Commission

  • Telephone 1800 035 544
  • Web: ndis.gov.au/contact/feedback-and-complaints
  • In writing – National Disability Insurance Agency, GPO Box 700, Canberra, ACT, 2601

 

HACC Under 65 service recipients:

Health and Community Services Complaints Commissioner

  • Telephone 1800 232 007 (toll free from Country SA Landline)
  • Fax 08 8226 8620
  • Web: hcscc.sa.gov.au/contacts
  • In writing – Health and Community Services Complaints Commissioner, GPO Box 199,  Rundle Mall.  S.A. 5000

 

Other Services

Commonwealth Ombudsman