Fairlea Aged Care welcomes feedback from all consumers, their families, carers and representatives, members of the workforce, and other key stakeholders and takes all complaints or concerns that may be raised seriously. This Complaints Handling Policy is designed to assist you to understand how to make a complaint.
What is a Complaint?
A complaint is an expression of dissatisfaction made to Fairlea Aged Care, related to our services or operations, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
Fairlea Aged Care’s Commitment
Fairlea Aged Care is committed to handling complaints effectively and efficiently in accordance with the Aged Care Act 2024 (Cth), the Aged Care Rules 2025, and the strengthened Aged Care Quality Standards. To manage complaints effectively, we have established a Complaints Handling Program in line with both the international complaints handling standard (ISO 10002:2018 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations), the Australian/New Zealand complaints handling standard (AS/NZS 10002:2014 Guidelines for complaint management in organizations), and current Aged Care Quality and Safety Commission guidance on rights-based complaints handling.
Our Complaints Handling Program includes the establishment of an online complaints management system which allows us to effectively capture, manage and report on complaints. Regular analysis of complaints received and the implementation of rectification action, where deficiencies are identified, are key to the organisation’s commitment. Our internal complaints handling process are available at no cost.
How Do I Make a Complaint?
We ask that, where appropriate, you first raise the matter directly with a member of our workforce. If that is not appropriate or the issue was not addressed to your satisfaction, please contact our Facility Director on 02 9637 8480 (Harris Park) or 02 8073 4078 (Rosehill) or at info.harrispark@fairlea.com.au or info.rosehill@fairlea.com.au or info.penshurst@fairlea.com.au.
If you have been unable to resolve a matter informally, or simply wish to make a formal complaint you can do so by any of the following means:
- Sending an email to info.harrispark@fairlea.com.au or info.rosehill@fairlea.com.au or info.penshurst@fairlea.com.au.
- Writing a letter to Fairlea Aged Care addressed to “The Facility Director”.
- Telephoning Fairlea Aged Care and asking to speak to the Facility Director.
All complaints will be logged into our online complaints management system and managed in accordance with our Complaints Handling Program.
You may also make a complaint to the Aged Care Quality and Safety Commission which provides a free service for anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving Australian Government funded aged care. The contact details for the Commission are as follows:
Email: info@agedcarequality.gov.au
Call: 1800 951 822 (free call) and ask to provide feedback on an aged care service
Website: https://www.agedcarequality.gov.au/making-complaint
