We welcome your feedback regarding our services. At any time, you can raise a concern or have an advocate represent you. 

We are committed to delivering high-quality aged care services under the Support at Home program. If you have concerns or wish to make a complaint, your feedback is important and helps us improve care and uphold the Aged Care Quality Standards.

You can make a complaint in the following ways:

• Directly to us – Speak with a team member, call us, or submit your complaint via our website.
• Through My Aged Care – Call 1800 200 422 or visit myagedcare.gov.au.
• To the Aged Care Quality and Safety Commission – Call 1800 951 822 or visit agedcarequality.gov.au.

Under the Support at Home program, service providers must have a clear complaints process and support older people and their representatives to raise concerns safely and respectfully. Complaints can be made anonymously, and raising issues will not affect the care you receive. 

If you need help making a complaint, you can contact the Older Persons Advocacy Network on 1800 700 600 for free, confidential support.

Community Care contacts

If you are not happy with the outcome of your initial feedback or complaint, you can contact us using the numbers below:

Further assistance

Sometimes complaints cannot be resolved by Community Care, or you might not feel comfortable raising your concern with us. In these circumstances you may wish to contact on of the organisations below:

If your complaint still has not been resolved

In this case, you may complain to the relevant minister or an independent body. There are a number of independent bodies available in Victoria to resolve complaints:

• Seniors Rights Victoria provides information, support, advice and education to help prevent elder abuse and safeguard the rights, dignity and independence of older people.
• The Health Services Commission deals with complaints about any private or public health service provider. The commission mediates and conciliates between parties.
• The Disability Services Commissioner provide an independent and accessible resolution process for people with a disability who have a complaint about services provided by the Department of Human Services, registered disability service provides and funded or contracted services provided under the Disability Act.
• The Victorian Ombudsman deals with complaints about government departments and local government officers (but it doesn’t cover elected councils or councillors).
• The Victorian Equal Opportunity and Human Rights Commission deals with complaints about discrimination on the grounds of disability, sex, race, age, industrial activity, marital status, parental status, carer status, political or religious beliefs, sexual orientation or pregnancy.The commission helps people to prepare statements and lodge a complaint, and then mediates between parties to resolve the complaint.
• Office of the Public Advocate represents the interests of Victorian people with a disability. The office is a statutory agency, independent of government and has the power to investigate and take action in situations where people are exploited, neglected or abused.
• Regulatory industry boards regulate the conduct of particular professions and deal with complaints against professionals in that industry. The Australian Health Practitioner Regulation Agency (AHPRA) covers most State-based health providers.

No change to your service

We encourage and invite you to provide feedback, and to make a complaint if needed.

You can expect complaints to be dealt with fairly, promptly and for staff to take steps to ensure that you feel comfortable to continue accessing the service during and after making a complaint.

Complaint confidentiality

Confidentiality will be given to complaints according to the principles of the Privacy and Data Protection Act 2014 and the Health Records Act 2001.

The complainant’s information will only be used for the purposes of addressing the complaint within the organisation and will actively be protected from disclosure, unless the complainant expressly consents to do so or because we may have statutory obligations or other information disclosure requirements.