Compliments, Comments and Complaints
It is the fundamental right of people using ARAS services to compliment, comment or complain about the service they have received. ARAS welcomes all feedback.
ARAS is committed to continually improving the quality of its services and to being open and responsive to complaints. Feedback provides valuable information about areas that may need to be changed or improved.
ARAS will seek an outcome to a complaint that is satisfactory to all parties and will commit to improving its performance where relevant.
Concerns may be raised informally, and ARAS will endeavour to resolve the matter quickly. Where concerns cannot be resolved informally, the matter will be managed through ARAS' formal complaints process.
Complaints regarding advocacy services will be referred to the Advocacy Operations Manager, who will:
- acknowledge the complaint;
- listen carefully and ask questions to gain a clear understanding of the concerns;
- record the details of the complaint;
- provide an indication of how long the investigation is expected to take;
- investigate the complaint promptly, thoroughly and objectively;
- maintain open and transparent communication throughout the process; and
- keep the person making the complaint, or their representative, informed of progress, the outcome and any remedial action.
All complaints will be treated confidentially, fairly and consistently.
Where required, ARAS will arrange access to an independent interpreter service. A nominated support person, such as a family member, friend or carer, may also provide support during the complaints process.
Complaints can be made by contacting the Advocacy Operations Manager at aras@agedrights.asn.au.
Concerns about ARAS services may also be raised with external agencies, including:
- Older Persons Advocacy Network (OPAN); or
- Health and Community Services Complaints Commissioner (HCSCC).
The ARAS Chief Executive and Board are kept informed of all complaints.
Please read our Consumer Compliments, Comments and Complaints policy for more information.
Please read our Code of Conduct policy.
Please see our Contact Us page to lodge a compliment, comment or complaint.
