Feedback and Complaints
Whether you have a compliment, suggestion or concern, we welcome your feedback.
All complaints are taken seriously, handled respectfully and used to improve the care and support we provide.
Feedback and complaints
DANS In Home Care welcomes feedback, concerns and complaints from people who receive our services, their representatives, workers, contractors and other people involved in our care and services.
You can give feedback or make a complaint without fear of reprisal. We will treat you with respect and use your feedback to improve our care and services.
How to contact us
You can provide feedback or make a complaint in the following ways:
- By phone: call 02 6885 6407.
- By email: email admin@dansinhomecare.com.au. This inbox is monitored by senior management.
- In person: call 02 6885 6407 to arrange a suitable time to speak with us.
- Via our website: our website form submissions are monitored by senior management.
You can ask a representative, family member, support person or advocate to help you. Tell us if you need an interpreter, communication support or information in another format.
What happens after you contact us
We will:
- Acknowledge your feedback or complaint promptly.
- Assess the matter and plan how it will be handled.
- Investigate when required.
- Keep you informed and invite you to take part in resolving the matter.
- Explain the outcome and any action taken, where we can.
- Review whether the matter identifies a wider service improvement.
We will handle complaints fairly and respectfully. We will keep records secure and share information only with people who need it to manage the matter, subject to legal requirements.
When something has gone wrong
DANS In Home Care uses open disclosure when something goes wrong during care. This may include:
- Explaining what happened
- Apologising
- Addressing immediate needs or concerns
- Explaining what will be done to reduce the chance of it happening again
- Involving your representative or support person if you choose
Other complaint options
You can contact an external service if you do not want to raise the matter with DANS In Home Care, or if you are dissatisfied with our response:
- Aged Care Quality and Safety Commission
- NDIS Quality and Safeguards Commission
- Older Persons Advocacy Network
- National Disability Advocacy Support Helpline: 1800 643 787
We can help you contact an advocate and communicate through a representative of your choice.
Whistleblower disclosures
Concerns about misconduct, improper behaviour, breaches of law or serious policy breaches may qualify for whistleblower protection. See the Whistleblower Protection page for reporting options and information about available protections.
Leave us some feedback
Leave your details and a local care manager will ring you back quickly.
