Feedback and Complaints Policy and Procedure
At Mirae Aged Care Cabramatta, we value feedback as an important part of improving our services and ensuring every client feels safe, respected, and heard. Our Feedback and Complaints Management process supports open communication, continuous improvement, and person-centred care in line with the Aged Care Act 2024 and the Strengthened Aged Care Quality Standards.
Our Commitment
Mirae Aged Care is committed to:
- providing a safe and accessible process for feedback and complaints
- listening respectfully and responding fairly
- protecting the privacy and confidentiality of everyone involved
- supporting clients, families, carers, staff, and representatives to speak up without fear of discrimination or retaliation
- using feedback to improve the quality and safety of our services
We encourage all participants, family members, representatives, staff, contractors, and community members to share compliments, suggestions, concerns, or complaints at any time.
Your Rights
All clients have the right to:
- raise concerns or make complaints freely
- be treated with dignity and respect
- have complaints handled confidentially and fairly
- receive updates regarding the progress of their complaint
- access advocacy or support services if needed
- provide anonymous feedback if preferred
Making a complaint will not affect the quality of care or services you receive.
What You Can Provide Feedback About
Feedback or complaints may relate to:
- quality of care and services
- staff behaviour or communication
- missed or delayed services
- cultural respect and dignity
- safety concerns
- billing or fees
- privacy or confidentiality concerns
- service coordination
- discrimination or inappropriate conduct
- any other concern regarding Mirae Aged Care services
How to Submit Feedback or a Complaint
You can contact Mirae Aged Care through:
Phone
1300 220 927
Email
info@miraeagedcare.com.au
Office Address
4/82–84 John Street
Cabramatta NSW 2166
Please Find Mirae Aged Care Feedback & Complaints Policy here :
Feedback and Complaint Policy
Online
Complete our Feedback & Complaints Form.
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