Heritage Care is committed to proactive and resolution focused feedback and complaints management process as an integral part of stakeholder inclusion.

All concerns, suggestions or complaints raised are viewed as opportunities to improve care and services within an effective, resolution-focused complaints system.

Trust and confidence in the system will be maintained by ensuring there are no negative consequences as a result of concerns or complaints being raised.

The complainant’s and resident’s confidentiality will be respected throughout the process.

Feedback can be received in a form other than our official Feedback and Complaints Form, such an email, letters, verbal communication. Staff will assist and document complaints on behalf of residents / representatives who are unable or require some assistance to complete the form.

We have different ways of supporting our residents and representatives in the Feedback and Complaint Process, to ensure we come to a resolution that is satisfactory for all parties.  Some of our residents who may have barriers to using the complaints system, such as diversity of culture or language, poor vision, hearing loss, or cognitive impairment can also make it difficult for some residents to make a complaint. Our staff will offer support and external resources where required to assist residents in the complaint process.

National Relay Service: 133 677

Translating and Interpreting Service (TIS): 13 14 50

Should complainant be dissatisfied with the outcome or management of the complaint, or the complaint was unable to be resolved, request can be made for review at a higher level.


The complaint will be escalated to the Chief Executive Officer (CEO) who can be contacted on:

Ph: 03 9722 5870



If the complainant is not satisfied of how the complaint has been handled in the service, external support can be sought from:

  • Aged Care Quality and Safety Commission on:

Ph: 1800 951 822 or electronically on

  • For residents who are also receiving supports under the National Disability Insurance Scheme (NDIS), may direct complaints to the NDIS Commission by:

Completing a complaint contact form which is available on the NDIS Commission’s website: