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Complaints Policy

Nationwide Health and Aged Care Services and its affiliates recognises that feedback is an important part of service delivery and the collection of feedback provides us with an opportunity to improve the quality and delivery of our services.

Please let us know about your experience with Nationwide Health and Aged Care Services

You can play an important role in resolving any problems by providing as much information about your experience as you are able, in order to assist us to investigate your concerns quickly.  We will respond to acknowledge the receipt of your feedback. It will then be sent to the relevant manager and we will work with them to resolve the issue within 28 days of receipt.

All feedback is treated as confidential and managed according to our privacy obligations. Your feedback will in no way disadvantage you or the care you receive.
We are committed to responding to your concerns promptly and sensitively and keep you informed at all times of our investigation progress, the outcomes and the actions that are to being taken.

 

We will work with you to resolve the problem and achieve the best outcome.  We view your feedback as a valuable opportunity to review our policies, procedures and practices and to make changes where necessary.

How to provide feedback

Contact us directly via the below details:

Nationwide Health and Aged Care Services
Phone 1300 554 943
Mail PO Box 1029
HARTWELL  VIC 3124

Email Info@nationwideagedcare.com.au

Complaints (cont.)

If you are unable to resolve an issue or complaint directly with Australian Home Care you can access support and advice through these external agencies :

Health Services:

VIC: Health Services Commissioner: Complaints and Information
TEL: 1300 582 113  FAX: (61 3) 9032 3111

Or write to: Health Services Commissioner
26th Floor, 570 Bourke Street, Melbourne VIC 3000

Download the complaint form

NSW: Health Care Complaints Commission

Level 13, 323 Castlereagh Street SYDNEY NSW 2000

T: 1800 043 159   E: hccc@hccc.nsw.gov.au

Aged Care Services

National Aged Care Complaints Scheme:

Contact on PH: 1800 550 552 or find out more on the
Website: http://agedcarecomplaints.govspace.gov.au/

Disability Services

Victorian Disability services Commissioner
P:
1800677342
E:
complaints@odsc.vic.gov.au
W:
www.odsc.vic.gov.au

NSW Ombusdman

02 9286 1000 – Sydney metro
1800 451 524 – outside Sydney metro
Complaints: ONLINE COMPLAINT FORM
Web:
www.ombo.nsw.gov.au

Email: nswombo@ombo.nsw.gov.au

Advocacy services

All clients have the right to involve an advocate to assist with the raising and resolution of a complaint. Advocates may be a family member, a friend, or a representative of an advocacy service.

Aged Care Advocacy
http://www.agedrights.asn.au/rights/about.html

Disability Advocacy Network
http://www.dana.org.au/

Advocacy services can be contacted directly and numbers vary in each state:

Victoria: (03) 9602 3066,
1800 424 079 (toll free)

NSW: (02) 9281 3600, 
1800 133 312 (toll free)

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