New mum gets some help

Treatment at home allows Emma to do her job as a new mum

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Saving the trip for Alex

With the deterioration of his general condition, Alex requires assistance with his daily activities.

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Compliments and Complaints

Healthcare at Home and its affiliates recognises that feedback is an important part of service delivery and the collection of feedback provides us with an opportunity to improve the quality and delivery of our services.

Please let us know about your experience with:

  • Australian Home Care – Community Care
  • Healthcare at Home Australia
  • Nationwide Health & Aged Care Services

You can play an important role in resolving any problems by providing as much information about your experience as you are able, in order to assist us to investigate your concerns quickly.
We will respond to acknowledge the receipt of your feedback. It will then be sent to the relevant manager and we will work with them to resolve the issue within 28 days of receipt.

All feedback is treated as confidential and managed according to our privacy obligations. Your feedback will in no way disadvantage you or the care you receive.
We are committed to responding to your concerns promptly and sensitively and keep you informed at all times of our investigation progress, the outcomes and the actions that are to being taken.
We will work with you to resolve the problem and achieve the best outcome
We view your feedback as a valuable opportunity to review our policies, procedures and practices and to make changes where necessary.

How to provide feedback

Contact us directly, or complete an online form by clicking here.

Australian Home Care – Community Care
Phone and speak to a member of our team 1300 303 770
Mail to AHC – Community Care
1183 Toorak Road
Camberwell VIC 3124
Email: care@ahcs.org.au

Healthcare at Home Australia:
Customer Services Manager
Phone 1300 424 333
Mail: 1183 Toorak Road
Camberwell VIC 3124
Email: Info@hah.com.au

Nationwide Health & Aged Care Services
​Contact details can be found here

 

If you are unable to resolve an issue or complaint directly with Australian Home Care you can access support and advice through these external agencies :

Health Services:

VIC: Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax No.: (61 3) 9032 3111

or write to:
Health Services Commissioner
26th Floor
570 Bourke Street
Melbourne. 3000
Victoria

Download the complaint form from http://www.health.vic.gov.au/hsc/complaint.htm

 

NSW: Health Care Complaints Commission

Level 13, 323 Castlereagh Street (corner of Hay St)
SYDNEY NSW 2000

T: 1800 043 159   E: hccc@hccc.nsw.gov.au

Aged Care Services

National Aged Care Complaints Scheme:

Contact on PH: 1800 550 552 or find out more on the
Website: http://agedcarecomplaints.govspace.gov.au/

Disability Services

Victorian Disability services Commissioner

P: 1800677342

E: complaints@odsc.vic.gov.au

W: www.odsc.vic.gov.au

NSW Ombusdman

02 9286 1000 – Sydney metro

1800 451 524 – outside Sydney metro

Complaints: ONLINE COMPLAINT FORM

Email: nswombo@ombo.nsw.gov.au

Advocacy services

All clients have the right to involve an advocate to assist with the raising and resolution of a complaint. Advocates may be a family member, a friend, or a representative of an advocacy service.

Aged Care Advocacy
http://www.agedrights.asn.au/rights/about.html

Disability Advocacy Network
http://www.dana.org.au/

Advocacy services can be contacted directly and numbers vary in each state:

Victoria: (03) 9602 3066,
1800 424 079 (toll free)

NSW: (02) 9281 3600, 
1800 133 312 (toll free)

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