Feedback and complaints
Tell us first. About anything.
A question, a worry or a complaint. Whatever it is, we want to hear it. It will never affect your care.
We acknowledge your concern within two business days.
It is safe to speak up
It will never affect your care
Nobody will treat you differently for speaking up. It is never a reason for your services to change.
Nobody here thinks you are being difficult
Telling us is how things get better for you, and for everyone we support.
We own it
Even if it is about a provider or worker you chose, bring it to us. We sort it out with you. Raising something does not mean you have to stop working with them.
One door for everything
Working out who owns the problem is our job, not yours. Not sure it even counts as a complaint? A question is enough. Come to us about:
The Support at Home program
What the rules mean for you, and your options. Even when a rule is not ours to change, tell us and we will go through it with you.
Something we did, or didn't do
We look into it properly and tell you what we find.
A provider or worker you use
You chose them. We still help fix it.
One number. One form. One team.
Start with your Care Partner
They know you and your care, and can raise anything for you. Prefer someone else? Every channel below works. You never have to go through one person.
Every way to reach us
What happens next
We listen
What happened, and what a good outcome looks like for you.
We keep you in the loop
Acknowledged within two business days. You know who is handling it.
We put it right
An answer within 28 days of that acknowledgement, usually sooner. If something went wrong, we tell you what happened, we apologise, and we explain what we are doing. If we cannot put something right, we tell you why, and who else can help.
You never have to do this alone
Bring a family member, friend or carer. Or a free independent advocate through the Older Persons Advocacy Network (OPAN). We can arrange it.
OPAN · 1800 700 600
Interpreters, other languages and Easy English are available. Just ask.
You can also go outside Trilogy Care
You can raise a concern with the Aged Care Quality and Safety Commission at any time. You do not have to raise it with us first.
1800 951 822 · agedcarequality.gov.au
Want help contacting them, or moving to another provider? We will help with that too.