At Trilogy Care, we’re committed to delivering the best support possible as your Home Care Package provider. We understand that issues can occasionally arise, and when they do, we take them seriously, working quickly to resolve them.
How we handle complaints
When we receive a complaint, we immediately begin working on a resolution. Our management team investigates the issue to identify any factors that contributed to the problem, ensuring we address any organisational improvements required.
Resolving your concerns
If you have a concern, the best way to start is by contacting your Care Partner directly. They are ready to listen and provide solutions to most issues. If your Care Partner can’t resolve the concern, they can help you escalate it further.
How to escalate a complaint
If your concern hasn’t been resolved, you can submit a complaint through our online feedback form. This is the most effective way for us to review your issue in detail and provide a tailored solution. If you’re unable to lodge the complaint yourself, your Care Partner can assist.
For further guidance, refer to our aged care complaint guide. We’re here to support you throughout the process.
What happens next?
Once you submit a formal complaint, you’ll receive a confirmation from us. We’ll respond with a detailed plan of action within 28 days, outlining the steps we’re taking to resolve your concerns. If further clarification is needed, you’ll have the opportunity to respond, and we’ll continue working with you until the matter is resolved.
If you are not satisfied with the outcome provided by Trilogy Care, you can lodge a complaint with the Aged Care Quality and Safety Commission. Anyone can make a complaint, including care recipients, their friends, family, care workers, or healthcare professionals. The Commission is the regulatory body for the Home Care Package program and ensures that all providers comply with relevant aged care laws, including those governing how complaints must be handled.
Additional support
If your issue requires more than a discussion, you can bring in additional parties, such as family members or third-party organisations, to help resolve it. If you’re not satisfied with the outcome, we recommend contacting an independent advocacy service like OPAN, which provides free support for older Australians.
Trilogy Care can help
For the fastest resolution, we recommend starting with a conversation. Call your Care Partner or reach out to our team at 1300 459 190 to discuss your concerns. Often, a quick conversation can resolve an issue before the need for formal complaints.
You can also contact us through our website by filling out the contact form here. Our team will promptly review your message and work with you to find a solution. We encourage you to reach out—most issues can be resolved quickly with a direct conversation.
Let us work with you to ensure your care experience remains positive and supportive.
