It’s Ok To Complain – Your Feedback is Important

Have you ever been unhappy with a product or service and decided not to say anything? It’s natural for most people to feel a little uncomfortable when providing feedback, especially negative feedback. At Simply Helping, we like to hear about your experience. We view all complaints and suggestions as opportunities to improve. If you have concerns about any aspect of our service, please let us know. If you are especially pleased with any aspect of our service, we would love to hear about that too. We continually strive to provide the best in-home care service available. Your feedback is an important part of our ongoing improvement.

We welcome all feedback and want you to feel comfortable if you have a complaint. Complaints will be addressed fairly and promptly as we seek the right outcome with your best interest at heart.  Did you know that we maintain a register of comments, suggestions, compliments and complaints? We also maintain a separate and secure file for confidential complaints, so your privacy is protected. Rest assured that all complaints are recorded, and each outcome is reviewed for its effectiveness.

How We Can Help

If you have a concern, suggestion, compliment or complaint, and don’t know where to start, we can help. There are different methods you can use to convey your feedback. Speak to a member of the Simply Helping team to find the best option for you.

Simply Helping can:

• Provide you with a helpful ‘Have your Say’ form that you can use to express your views.
• Assist you with access to an advocate if you prefer.
• Help you engage a translating service to understand the complaints process.
• Provide you with a copy of the ‘Do you have a concern?’ brochure from The Aged Care Quality & Safety Commission.

Continuous Improvement

We often circulate in-home care feedback surveys where you can have your say. This is part of our continuous improvement plan. Everyone is important to us, and we are interested in your feedback. Please don’t be shy letting us know what you think. Assessing your feedback, comments, compliments and complaints helps us to improve in any areas that may need strengthenig. It also assists us to improve our services to you and your family.