How Do I Complain about ARAS
How do I make a complaint about ARAS and what happens?
Your right to make a complaint
The Aged Rights Advocacy Service (ARAS) is committed to continually improving the quality of its service. Consumer feedback provides valuable information on what areas need to be changed and improved. This feedback includes comments and complaints.
It is the fundamental right of consumers to comment on and complain about the service they have received. In recognition of this right ARAS is committed to giving complaints a high priority and responding efficiently, fairly and promptly.
If you are unhappy with any aspect of our service we encourage you to raise the issue with our agency.
You will be offered a choice of staff to handle your complaint - Advocate, Team Leader or Manager. Or you may prefer to write to the Chairperson of ARAS' Management Committee. This is important because you may have a preference for the complaint to be handled by someone not connected with the complaint.
ARAS will assist you to access an interpreter and support your wish to be assisted by an advocate of your choice (e.g. family, friend, carer). You will be assured that your complaint will be treated confidentially and there will be no cost.
ARAS Management Committee is kept informed of all complaints.
The person receiving the complaint will acknowledge your complaint,
listen very carefully and ask questions in order to gain a clear understanding
of your concerns. Details of your complaint will be recorded. You will
be given an indication as to how long the investigation will take. It
is ARAS policy to investigate all complaints promptly, thoroughly and
objectively. During this process you will be kept informed of progress
and of the outcome including any remedy.
If you are not satisfied with the outcome (or you may prefer this option at the outset) the complaint can be reviewed by an external department:
ARAS Residential Care area:
in writing to:
National Aged Care Advocacy
Program Manager, S.A.
State Office
GPO Box 9848,
Adelaide SA 5001
by phoning the:
Aged Care Information Line
and asking for the
Advocacy Service Complaints
or the NACAP Manager
Telephone 1800 500 853
ARAS HACC and Abuse Prevention areas:
Office of the Health &
Community Services
Complaints Commissioner
Telephone Enquiry Service
Telephone 8226 8666
Frecall Country 1800 232 007
Board of Management
Aged Rights Advocacy Service
45 Flinders Street
Adelaide SA 5000
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