Complaints and Feedback Policy
Elvana Care welcomes feedback and is committed to resolving complaints fairly, promptly and without adverse consequence for anyone who raises a concern. This policy explains how clients, representatives, family members and members of the public can provide feedback or make a complaint, and how we will respond.
1. Our Commitment
We treat every complaint as an opportunity to improve. All complaints are handled respectfully, confidentially and without retribution against the person raising the concern. You may raise a complaint yourself or ask a representative, family member, friend or advocate to raise it on your behalf.
2. How to Provide Feedback or Make a Complaint
You can contact us in any of the following ways:
- Email: info@elvanacare.com.au
- Enquiry or Get Started form at elvanacare.com.au
- In person, or through your support worker or care contact, who can help you raise the matter with us.
3. What Happens After You Raise a Complaint
- We will acknowledge your complaint promptly.
- We will ask what outcome you are seeking and keep you informed of who is handling it.
- We will investigate the matter fairly, including speaking with relevant staff or contractors where appropriate.
- We will aim to resolve straightforward complaints as quickly as possible, and keep you updated if a matter needs more time.
- We will let you know the outcome and any action taken as a result.
4. External Complaint Options
If you are not satisfied with our response, or prefer to raise a matter externally, you can contact:
- Older Persons Advocacy Network (OPAN) – 1800 700 600 – opan.org.au – for free, independent advocacy and support.
- Aged Care Quality and Safety Commission – 1800 951 822 – agedcarequality.gov.au – the independent regulator for aged care services in Australia.
- Office of the Australian Information Commissioner (OAIC) – oaic.gov.au – for complaints specifically about privacy.
Elvana Care is not yet a registered provider under the Aged Care Quality and Safety Commission; registration is planned. Where you receive services from Elvana Care alongside an existing Support at Home provider or care coordinator, you can also raise a concern with them directly, and complaints about the funded portion of your care may fall within their complaints process. Once Elvana Care’s own registration is finalised, this policy and our external escalation pathways will be updated accordingly.
5. Feedback That Helps Us Improve
We also welcome positive feedback and suggestions. All feedback, whether a compliment, suggestion or complaint, is reviewed to help us improve the quality and safety of our services.
6. Contact Us
Phone: 0410 193 962
Email: info@elvanacare.com.au
Website: elvanacare.com.au
Enquiry and Get Started forms: available at elvanacare.com.au