Complaints & feedback
At Salveo HomeCare, your feedback is invaluable as it enables us to continuously enhance the quality of our services. We warmly welcome your comments, compliments, and suggestions regarding our services, support, and staff at any time.
Feedback Options
In person: Feel free to speak to a member of our team at your next appointment.
By email: homecare@salveocare.com.au
In writing: L5, 447 Collins St, Melbourne, VIC 3000
By phone: 1800 725 836 (option 3)
Online: Submit a complaint or feedback through our online Feedback and Complaints Form→
Our phones are staffed Monday-Friday 9am-5pm (AEST/AEDT). If you would like to contact us outside of these hours, please send us a message through our contact form → and we will get back to you as soon as possible.
Your Feedback Matters
Open Communication is Key
We believe open communication is essential. If you have any concerns, please don't hesitate to discuss them directly with your Care Team at your next appointment. They are there to listen and address your needs.
Your Right to Advocacy
You have the right to involve an advocate to assist you in making a complaint. This advocate can be a friend, family member, or a professional advocate service
Complaint Escalation Process
We take all complaints seriously. If you remain unsatisfied after discussing your concern with your Care Team, the relevant Care Partner will be notified and will investigate the issue thoroughly. The Care Partner will also inform the Chief Executive Officer (CEO) of your complaint.
Should your complaint remain unresolved at this stage, you can escalate it further by writing a private and confidential letter to the CEO at Salveo Care - Level 5, 447 Collins St Melbourne VIC 3000.
Our Commitment to You
We aim to acknowledge all complaints within 24 hours and follow up to discuss the issue further. All complaints will be treated confidentially and will not affect the quality of care you receive at Salveo HomeCare.
Once Resolved
Once your complaint has been resolved to your satisfaction, we may contact you to ensure you are comfortable accessing our services and to gather your feedback on the complaints process. This feedback is valuable in helping us continuously improve.
External Options
If you prefer not to raise your complaint internally or it remains unresolved, a list of external complaint bodies is available below.
At Salveo HomeCare, we are committed to ensuring you have access to additional support and advocacy resources beyond our services. We have provided contact details for external organisations that can provide assistance, advocacy, and information related to aged care.
Aged and Disability Advocacy (ADA) Australia
Phone: 1800 818 338
Website: https://adaaustralia.com.au/
About: ADA Australia are your aged and disability advocates and community legal service, helping older people
Aged Care Quality and Safety Commission (ACQSC)
Phone: 1800 951 822
Website: www.agedcarequality.gov.au
About: Handles complaints, provides information on aged care standards, and ensures compliance with regulations.
Older Persons Advocacy Network (OPAN)
Phone: 1800 700 600
Website: www.opan.com.au
About: Provides advocacy, support, and information for older persons and their families on aged care services and rights
My Aged Care
Phone: 1800 200 422
Website: www.myagedcare.gov.au
About: Provides information and access to Australian Government-funded aged care services and support.
Elder Abuse Helpline
Phone: 1800 ELDERHelp (1800 353 374)
Website: www.elderabusehelpline.com.au
About: Provides information, support, and referrals for seniors experiencing or at risk of elder abuse.