Complaints

This section is under review pending the new Aged Care Act coming into force on 1 November 2025.

Connect actively encourages their clients and their carers to provide feedback about the services they receive.

In the first please try and resolve any concerns or complaints you may have with staff.

If your complaint or concern remains unsatisfied, please contact the General Manager of gm@connectinnerwest.org.au.

A client has the right to call an advocate of their choice to present any complaints and to help them through the complaints management process.

Clients (or their representative) can also raise a complaint in the following ways:

• contact My Aged Care to discuss concerns and raise a complaint if needed on 1800 200 422 or write to:
  My Aged Care Complaints
  PO Box 1237
  Runaway Bay QLD 4216
• contact their aged care assessor and seek a resolution through their complaints process
• contact ACQSC on an open, confidential or anonymous basis by calling 1800 951 822 (free call) or by visiting the ACQSC website.

Further information on making complaints is available on the My Aged Care website.

 

ACQSC complaints process

The ACQSC provides a free service for anyone to raise concerns about the quality of care or services delivered by Australian Government funded aged care services.

The ACQSC is independent of the department.

The ACQSC takes all complaints seriously and will work with the client (and/or their representative) and the provider to resolve their concerns.

The ACQSC will sometimes share information with other relevant parties to ensure clients continue to receive appropriate services. This is because many providers also deliver services through other Australian Government and/or state and territory government programs.

The ACQSC can issue a direction to a CHSP provider where they fail to meet their responsibilities under the CHSP Grant Agreement. In these circumstances, the direction will be issued through a notice under the CHSP Grant Agreement. The CHSP provider is obliged to comply with any direction issued.