Making a complaint
Step One: Talk it over ….
Sometimes misunderstandings between people are easily solved by talking things over. Inform the BCA staff member concerned that you are bothered by something that has happened and that you would like to sort the problem out. You might like to take a friend with you for support. Then just explain your position as you understand it.
Step Two: If you feel that this hasn’t helped then . . . .
Ask for an appointment to speak to the BCA Chief Executive Officer. The Chief Executive Officer will take details of your complaint an then talk to the people involved. This may take some time, but you will be contacted as soon as possible and invited to come in and discuss the matter.
Step Three: If you are still not satisfied . . . .
You can make a formal complaint in writing to the BCA Management Committee. This is made up of people from the Burdekin community. Your letter will be discussed in confidence at a committee meeting. The committee will investigate the matter and reply to you in writing.
External complaint bodies
Aged Care Quality and Safety Commission
The Commission is the primary contact for providers and consumers in relation to quality and safety in the aged care sector, including complaints. The Commission can be contacted by phone on 1800 951 822 or via the website at:
http://www.agedcarequality.gov.au.
Department of Communities
For Disability and Community Care Services
1800 177 120
Complaints and Review area
GPO Box 806
BRISBANE Qld 4001
Department of Veterans’ Affairs
1800 555 254*
GPO Box 561
BRISBANE Qld 4001
NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services.
1800 035 544
www.ndiscommission.gov.au
Aged and Disability Advocacy Inc (ADA)
ADA provides an advocacy service to support people to resolve issues related to their aged care or community care service provision or care. ADA’s free, confidential and client directed advocacy support is available for people who are:
– Living in residential aged care facilities
– Receiving community care services
– Receiving Australian Government aged care services
– Carers or representatives of clients of the above services
Support for reciepients of residential care, packages and HACC services, including carers of these recipeints and legal advocacy for adults with impaired capacity.
1800 818 338
121 Copperfield Street
GEEBUNG Qld 4034
* calls are free from fixed lines; however calls from mobiles may be charged