STEP 6
Understanding Package and Service Providers
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STEP 6.1
What is the difference between a Package Provider and a Service Provider?
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STEP 6.2
How do I select a Package Provider?
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STEP 6.3
What are the different types of services
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STEP 6.4
What you can expect from a Service Provider
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STEP 6.5
What should a service provider expect from me?
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STEP 6.6
Who are the key personnel provided by Package Providers?
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STEP 6.7
What rights & responsibilities do I have?
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STEP 6.8
How do I make a complaint?
How do I make complaint
Lodging Complaints
If you have any concerns about the service you are receiving you should first raise these with the Package Provider. In most cases, they will be best placed to resolve the issue.
Remember
The Package Provider needs to accept a complaint whether it is made orally, in writing or even anonymously. They must have processes in place to record and resolve complaints. The provider should inform you about how to access these processes and this should be in the Home Care Agreement.
Providers should actively encourage you to give them feedback on the services you receive.
Providers must not discontinue care or services, refuse access or otherwise take action against a person because they have made a complaint. They must address complaints fairly, promptly and confidentially.
If you want to make a complaint - but not to the Package Provider - then you can take it to the Aged Care Quality and Safety Commission. This is a free service.
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 www.agedcarequality.gov.au.
A checklist for making a complaint:
Check once completed
- Your name, address and telephone number.
- The date you are lodging your complaint.
- Details of your complaint, including specific dates of events and relevant comments.
- The name of the aged care home or service and the state/territory in which it is located.
- The name of the person receiving aged care that your complaint relates to.