Being heard - feedback and complaints
How to communicate with us or find more support.
Everyone has the right to safe and respectful care.
This page will help you to:
-
understand your rights,
-
send us your feedback,
-
access more help if you need it.
We take your feedback seriously, whether good or bad, because it helps us to deliver the very best care available. We want to partner with you to make sure that issues are resolved, so that we can prevent them from happening again. This is known as open disclosure.
To find out more about open disclosure, please view the video. You can also visit the Aged Care Quality and Safety Commission's website to find out more.
Aged Care Code of Conduct
The new Aged Care Act 2024 and Aged Care Rules 2025 now apply. The Aged Care Quality and Safety Commission oversees these rules and standards, including the new Aged Care Code of Conduct. The Quick Reference Guide to the Code of Conduct includes contact information for concerns and complaints and where to go for more information.
Download your copy of the Quick Guide to the Code of Conduct here.
How to contact Care Forward with your feedback
You can provide your feedback to:
-
any staff member or the Team Leader in your region
-
our dedicated Quality Manager, or
-
a Senior Manager in our head office in Hobart.
Call and ask to speak to a Team Leader or the Quality Manager on 6244 7700
Email us at feedback@careforward.com.au
Write to our Head Office: Level 1, 6 Bayfield Street, ROSNY TAS 7018
What will happen if you make a complaint?
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. All complaints will be handled with the utmost discretion while being investigated thoroughly before resolution.
Contact the Aged Care Quality and Safety Commission
You can find out about the Aged Care Quality and Safety Commission complaints process by visiting their Complaints and Feedback website. There are also a range of organisations ready to assist you to make your voice heard. We've listed them below.
Remember, open disclosure and communication are vital to make the aged care system stronger and better for all of us!
Call the Commission's Complaints and concerns number - 1800 951 822
Serious Incident Response Scheme
It's always okay to speak up if you are concerned about an issue or incident. To find out more, please look at this information sheet produced by the Aged Care Quality and Safety Commission - download your electronic copy here.
Whistle Blower Fact Sheet
This guide explains how you can report serious concerns and how we'll protect you if you do.
Whistle Blower Form
We recommend you read the fact sheet before completing this form.
You can include your name and contact details, or you can submit this online form anonymously (i.e. not reveal your identity). You can also keep the name of other people involved in the disclosure anonymous.
PLEASE NOTE: Even if you use your name and contact details, your identity and disclosure details are treated confidentially.
If you submit your disclosure anonymously, we won't know your name, the worker or responsible person won't know your name, we won't be able to keep you informed about the progress of your disclosure, you won't be able to give us more information, and you won't have review rights.
More resources to support you