The Scheme is interested in receiving your feedback about how we are delivering our service. Your feedback is a critical part of our ongoing improvements to the Scheme and helps us to assess what we are doing well and what we can do better. There are a number of ways to tell us what you think.
If you have lodged a complaint, and you are not satisfied at any stage, please raise this directly with us. You can do this by calling 1800 550 552 and asking to speak to the person assisting you with your concern, or the complaints manager in your state or territory. If you are not happy with our final decision, you may request a review. You can find out more information about this in the Your review rights website post.
We encourage you to complete our customer satisfaction survey after your complaint has been finalised. You will receive this survey via post at the end of the process. Please complete the survey and send it back to us in the enclosed pre-paid envelope.
The survey is completely confidential; you don’t have to tell us your name or identify the complaint that we addressed. This survey can also be completed online by following the instructions provided on the hard copy survey.
We offer a number of printed and online resources for care recipients, families and friends, aged care providers and aged care staff which can be ordered from our online order form.
When you receive your order, a survey will be enclosed for you to provide feedback about each resource. You can mail resource feedback forms to us by using the included prepaid envelope or by submitting your feedback online. The survey only takes a few minutes to complete, and your feedback will help us to improve the information we provide.
From time to time, we conduct market research that provides you with an opportunity to let us know how we are doing. Representatives from research agencies may contact you on our behalf. You don’t have to participate in this research and the results never reveal the identity of anyone who takes part.
You can also provide feedback to us by commenting on Scheme website posts like this one. If you have any questions or suggestions regarding the Scheme, have your say in the comments section below.