Complaints
Complaints are treated with confidentiality at Neerim Health and are all fully investigated by our staff to fully understand what has happened and provide you with an accurate response to your concerns. They are an important way of us identifying where we can improve our performance across the organisation.
You will receive acknowledgement of the receipt of your complaint. We aim to fully investigate your complaint and provide a full response to your concerns within 30 days wherever possible.
The first step with any complaint is to let us know of your concerns so we can respond to you. If this does not resolve the issue, or if you feel you cannot approach us for any reason, you are able to contact the Aged Care Quality and Safety Commission (ACQSC) at agedcarequality.gov.au or the Health Complaints Commissioner (HCC).
The ACQSC is the national Aged Care Service regulator and aims to empower older Australians, accredit, and monitor Aged Care Services across Australia and, where required, resolve complaints.
As a consumer of a health service in Victoria you also have access to the Health Complaints Commissioner (HCC). This service is free, confidential and impartial and aims to resolve complaints as an independent body. They can be contacted via:
Website: hcc.vic.gov.au
Telephone: 1300 582 113 between 9am – 5pm Monday to Friday
Letter or Visit: Level 26, 570 Bourke St, Melbourne, Victoria 3000
