CCA's Complaint Handling System

CCA’S INTERNAL METHOD

 

Aims of CCA’s Complaint Handling System

  • CCA welcomes suggestions from consumers, their family members who care for them, and from our clinicians and staff about the safety and quality of care we provide;
  • We are committed to an effective and fair complaints system; 
  • We support a culture of openness and willingness to learn from incidents, including complaints.

 

Objectives of CCA’s Complaint Handling System

Our objectives are:-

  • to provide an efficient, fair and accessible mechanism for handling consumer complaints;
  • to recognise, promote and protect consumer rights; and
  • to collect data and monitor complaints for the purpose of improving the quality of our service delivery.

All levels of complaints are handled through our system from informal straightforward matters that can be resolved at point of service through to serious complaints that may require notification to or originate from external bodies such as insurers or regulatory bodies.

Our process is modelled on seven stages with these being acknowledgment, assessment, planning, investigation, response, review, and consideration of systemic issue.  We are keen, where possible, to be able to work with you to see how you would like your complaint resolved.

 

Methods of Making a Complaint

These can be made verbally to any staff member at any time with these complaints being escalated to the senior in charge immediately if more formal and unable to be resolved by the staff member.

Complaints can also be raised in writing by completing the “Comments Complaints Compliments Form”.  Forms can be downloaded here or found in the foyer of each facility.  The complainant can choose to place this form in the facility’s suggestion box, email back to us via our website, provide by hand or post to the Manager or Supervisor at the facility or alternatively post confidentially to the Director or Care.
 

External Complaint

Aged Care Complaints Commissioner phone 1800550552 or

write to

Aged Care Complaints Commissioner

GPO Box 9848

Sydney 2000

Website: agedcarecomplaints.gov.au

External Method via Aged Care Complaints Commissioner

 Whilst we would prefer to be able to assist you directly and resolve your complaint through our own internal scheme, you may choose to deal with your complaint externally through the Aged Care Complaints Commissioner

Lodging a complaint with the Aged Care Complaints Commissioner Scheme

If you don’t want to discuss your concern with Catholic Care of the Aged as the service provider or you are unable to resolve your complaint with them, you can contact

Aged Care Complaints Commissioner phone 1800550552 or

write to

Aged Care Complaints Commissioner

GPO Box 9848

Sydney 2000

Website: agedcarecomplaints.gov.au