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Feedback & Complaints 

At TTHA & Accent Home Care, your voice matters.

We welcome feedback from residents, clients, families, representatives, carers and members of our community.  Whether you would like to share something we are doing well, make a suggestion, raise a concern or make a complaint, we want you to feel safe, respected and supported to speak up.

Feedback plays an essential role in delivering safe, high-quality care and services. It helps us understand what matters to the people we support, recognise what is working well and identify where we can improve.

 

Our staff have a responsibility to listen respectfully and respond appropriately, taking concerns seriously, acting promptly and addressing issues in a timely and transparent way. Just as importantly, we want to build a culture where it is easy and safe to speak up. 

 

We take all feedback and complaints seriously. You can raise a concern directly with a member of our team, contact us using the details below, or provide feedback through our online feedback form. You may also have someone support you when providing feedback or making a complaint.

Your feedback helps us learn, improve and continue providing care and services that reflect the needs, preferences and rights of the people we support.

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Feedback Policy and Procedure

Learn how TTHA receives, responds to and manages feedback, concerns and complaints, and how these help us continuously improve our care and services.

View Policy here
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Whistleblower Policy

TTHA is committed to an environment where serious concerns or suspected wrongdoing can be raised safely and appropriately. Our Whistleblower Policy explains the protections and processes available.

View Policy here
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Privacy Policy

Your privacy matters to us. Our Privacy Policy explains how TTHA collects, uses, stores and protects personal information and how you can contact us about a privacy matter.

View Policy here

 

Feedback and Compliant form

You can provide feedback using this link: Feedback and Complaints Form

 

 

 

Prefer to speak to us?

If you would prefer to talk to someone directly, please call us.  We can listen to your feedback, answer your questions and help you find the right person to speak with. 

 

TTHA - call 03 8720 1333   

 

Accent Home Care - call 8824 1000 

 

 

 

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 You also have the right to raise a complaint externally with the Aged Care Quality and Safety Commission. Raising a concern or making a complaint will not affect the care or services you receive.