At CaSPA Care, your suggestions, ideas and feedback are important and we encourage you to share them with us. You can find our blue feedback forms in each room, or feel free to send us an email at any time to firstname.lastname@example.org.
Complaints and Support
If you have any issues, queries or would like to make a complaint about the care and service provided to your relative or friend, please call us on (03) 9633 9200 and speak to our CEO or Client Services Manager.
We appreciate you giving us the opportunity to resolve any complaints you may have in the first instance. However, if you are dissatisfied with the outcome or would prefer to raise your complaint externally, you may contact the Aged Care Quality & Safety Commission on 1800 951 822.
Residents may choose to have an advocate or support person with them during discussions about a complaint or they may delegate an advocate to act on their behalf if they wish. Further information about advocacy services is available on the National Aged Care Advocacy Line on 1800 700 600.
We also encourage you to seek support from Older Persons Advocacy Network with regards to any issues or complaints you may have. The Older Persons Advocacy Network offer free aged care advocacy services that are independent and confidential. The services focus on supporting older people and their representatives to raise and address issues relating to accessing and interacting with Commonwealth funded aged care services.