Feedback, Compliments and Complaints

Your voice matters. We are listening.

A guide for residents, families, representatives and friends

You have the right to give feedback, share a compliment and make a complaint.

At For Purpose Aged Care Australia, we are committed to creating communities where older people can age well and belong. We value hearing from residents, employees, families, carers, advocates, supporters and visitors, and encourage you to share a compliment, suggestion, concern or complaint without fear of reprisal. Our system is accessible, fair, transparent and responsive, and aligns with the Aged Care Act 2024, the Statement of Rights and the Strengthened Aged Care Quality Standards.

Talk to our team

The quickest way to resolve an issue is often to speak directly with us. Speak with any team member, or ask for:

• The Residential Manager
• The Client Services Manager
• The Clinical Manager
• A Registered Nurse
• The relevant service manager

We will listen, record your feedback and advise you of next steps. You can also share feedback at resident and family meetings and through our surveys.

In writing

• Complete an Opportunity for Improvement (Oi) form, found throughout every home, and place it in the secure suggestion box.
• You may also use the self-service desk

Customer Experience Team

Prefer not to contact the home? Our Customer Experience Team will support you.

Email:feedback@fpagedcare.org.au

Web:fpagedcare.org.au/enquiry or QR code: scan the code

We want everyone to feel comfortable speaking up. Feedback will never affect the care or services you receive. We handle it fairly, respectfully and confidentially, with a rights-based, restorative and person-centred approach.

Many concerns can be resolved quickly. More complex matters may require additional investigation, and we will keep you updated throughout the process.