Help us improve our services
We welcome your feedback!
Care Forward supports and encourages your right to provide compliments, feedback, concerns or make a complaint.
We welcome your feedback and complaints as part of our commitment to provide high-quality services that meet your needs.
Tell us what we’re doing well. We appreciate hearing from you.
If you have a concern, we also want to know about it.
We understand the importance of resolving matters promptly within our service.
We aim to provide a welcoming environment for you to raise a concern or a compliment.
We value open and timely communication. It benefits our ongoing relationship with you.
We will work with you to address concerns and resolve issues. Seeking to resolve concerns or compliments is our responsibility and helps us improve our services for you.
Telling us about what you think about our programs and services doesn’t cost you anything.
If you would like to provide us with your feedback, you can:
Please fill out your details in the form below and we’ll be in contact with you as soon as possible.
We're here to help
Care Forward encourages feedback from clients, as well as their families and visitors. This feedback lets us know how well we are doing at providing services to you, and enables staff to better understand the needs of clients. This is crucial in assisting us to continue to provide the best quality client care.
All complaints to Care Forward will be received and responded to in compliance with our Complaints and Feedback Policy. A copy of this is available upon request.
Care Forward endeavours to:
encourage clients to come forward with any genuine complaints and concerns
deal with complaints in a supportive environment
encourage fairness and impartiality in finding an appropriate resolution.
Your right to comment
It is the right of every client and members of their family to comment or make a complaint regarding the services you receive and care that is provided.
What will happen if I complain?
If you make a complaint, your services will not be affected. You will continue to receive the highest quality of care and be treated with the utmost respect.
How can I provide feedback?
Feedback can be made:
in writing by email or letter
over the phone.
Use the details on this page or complete and send in a Feedback Form available here.
When making a complaint…
Try to remain calm
Identify the issue as briefly as possible
Where able, write it down.
All complaints will be handled sensitively with the utmost discretion while being investigated thoroughly before resolution.
Can I have someone provide feedback on my behalf?
Yes. You have the right to have an advocate or representative (such as a spouse, family member or a friend) make a complaint (or compliment) on your behalf or be involved in the discussions regarding the complaint.
What happens after I complain?
When we receive a complaint, the following process occurs:
The complaint is registered.
You will be contacted either by phone or in writing, to acknowledge the receipt of your complaint, and explain the process we will undertake.
The complaint is then referred to the relevant area for investigation.
Following this, a response will be sent to you within twenty-one calendar days.
If, for any reason, there will be a delay in our response we will notify you immediately.
Who do I provide feedback to?
Our staff appreciate feedback on how we are doing. Complaints and compliments can be made to:
any staff member
the Team Leader in your region
our dedicated Quality Manager or any one of our other Senior Managers at our Head Office in Hobart.
Please tell us who you want to provide feedback to.
If you are not happy with the outcome advocacy staff can assist you in reaching a conclusion. For a free service please call:
Advocacy Tasmania on 1800 005 131
If you are an Aged Care consumer, you also have the right to complain to the Aged Care Complaints Commissioner by phoning 1800 550 552