All compliments, complaints, and suggestions are an opportunity for us to improve our care.
On this page you will learn more about how to:
- Provide feedback on the services you receive.
- Lodge a complaint if you are not happy with your service, support or products.
- Appeal the outcome of a complaint.
- Become involved in improving the care we provide by being a consumer voice.
We encourage you to provide us with regular and ongoing feedback, as it helps us improve the quality of our service.
Our employees often receive many compliments about the care they provide, and we understand you may wish to provide a small gift as a sign of their appreciation. However, unfortunately our employees are not able to accept gifts.
Instead, if you would like to provide a sentiment of thanks to one of our team, you can email us at: FeedbackandComplaints@silverchain.org.au and we pass on your message.
How to provide feedback
With Silverchain, you can make a complaint safely, confidentially and anonymously. There will be no negative impact on the care or services you receive. If you are not happy about your service, speak to your Care Partner or the person coordinating your care in the first instance. You can also ask to speak to a senior staff member by calling our Contact Centre on 1300 650 803.
Other ways you can provide feedback include:
- Completing a hard copy Feedback Form and giving it to a Silverchain Team member.
- Emailing FeedbackandComplaints@silverchain.org.au
- Submitting feedback via our website: silverchain.org.au/contact-us/feedback
- Posting a completed Feedback Form to:
Silverchain
6 Sundercombe Street
Osborne Park WA 6017
We may also send you an online survey via email a few times a year, to encourage feedback on our services.
What information to include in your feedback
When you provide feedback, please let us know:
- what happened
- when the event occurred, with dates and times if possible
- who was involved
- what outcome you are seeking, whether it's a specific action or to pass feedback to a team member
- your preferred contact details.
If you need assistance, we have a Consumer Engagement Liaison Advocate who can help you. Please call our Contact Centre during business hours and ask to speak to them directly, on 1300 650 803.
Assistance to lodge a complaint
We understand and respect that you may need the support of trusted family and friends in managing your care. If you would like someone to help you with a complaint, we are happy to work with your spouse, partner, carer, children, or advocate of choice.
There are also advocacy organisations in every state of Australia that work closely with each other to deliver free and confidential advocacy support, information and education services for older people receiving aged care services.
These organisations can be contacted via the Older Persons Advocacy Network (OPAN). OPAN is funded by the Australian Government Department of Health and Aged Care.
You can also talk to us, and we can help find the right advocate for your needs.
Whistleblower policy
We are committed to a culture of compliance and ethical behaviour.
Safety and quality
Our rigorous safety and quality protocols ensure you receive the Best Care, every time.
Charter of Aged Care Rights
We uphold the Charter of Aged Care Rights, ensuring dignity, respect, and high quality care for every individual.
National Consumer Advisory Board
We partner with our consumers to make sure we are listening and responding to the needs of our community. View this page to find out how to get involved.
Older Persons Advocacy Network (OPAN)
Call OPAN
You can call OPAN directly on 1800 700 600 (this number will automatically connect you with the aged care advocacy organisation in your state or territory).
OPAN website
You can visit OPAN's website at: www.opan.org.au for more information on how to access free, independent and confidential support.
Appealing the outcome of your aged care services complaint
When you make a complaint to us, we will work with you to resolve your complaint and keep you informed throughout the process.
If you are not satisfied with the way your complaint has been managed, please let us know and we can review the outcome of the complaint. Alternatively, you can seek an external review of your aged care services complaint by contacting the following government agency.
National complaint service for aged care services
Aged Care Quality and Safety Commission
Phone: 1800 951 822
Website: agedcarequality.gov.au
Appealing the outcome of your health care services complaint
For an external review of health care complaints, the Australian Commission on Safety and Quality in Health Care has more information about which agency to contact for your particular situation. Visit their website for more information by clicking here.
Alternatively, you can refer to the below list of state government agencies that provide external review of health care or community services complaints:
Whistleblower disclosure
We welcome disclosures that qualify for whistleblower protections under the Aged Care Act. For more information on what is an eligible whistleblower disclosure, and how to make a disclosure, please refer to Silverchain’s Whistleblower Policy by clicking here.
Be a consumer voice
You can help improve our care and make a difference by becoming a consumer voice. As a paid consumer representative for Silverchain, you may complete surveys or participate in focus groups or committees, such as our National Consumer Advisory Body.
To find out how you can get involved, contact our Consumer Engagement team on 1300 650 803 or email ce@silverchain.org.au.