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Feedback & Complaints

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. You can always provide feedback anonymously through various methods:

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

Your Feedback Matters

At Salveo HomeCare, we are committed to providing high-quality services and value your feedback. If you have any concerns or issues, we encourage you to raise them with us so we can address them and continuously improve our services.

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.

We're here to help in any way, give us a call for some free advice.

Call us on 1800 725 836 (option 1) and talk to our support team

Your Feedback Matters

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.

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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

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.

 

These external resources are available to support you in understanding your rights, addressing concerns, and accessing additional services beyond those provided by Salveo HomeCare. Please keep this information accessible for reference and do not hesitate to contact these organisations if you require assistance or advocacy.

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