Complaints Policy

Silverchain Group (SCG) is committed to partnering with Clients and their families/carers in providing Best Care, every person, every time, delivering a high-quality experience that is safe, personal, connected and effective.

Feedback is a valuable component of the quality improvement cycle. Complaints and compliments provide a means to identify areas in need of improvement and areas that are working well from a consumer/carer’s perspective. All feedback received will be openly and actively received, and SCG is committed to ensuring all feedback is treated sensitively and respectfully, as legitimate, and investigated without prejudice, resulting in the best possible outcome for the consumer and persons involved. 

Your feedback is important to us and makes a difference. We encourage you to tell us what is working well and what can be improved so we can make the journey better for everyone.

How to provide feedback 

Speak to the person co-ordinating your care in the first instance. If you are uncomfortable doing this you can also speak to a senior staff member by calling our Contact Centre on 1300 650 803.

Other options 

› Complete and return the continual improvement feedback form you may have been given when you first received services. You can request another form at any time from any member of staff.

› Submit your feedback via our website: silverchain.org.au

› Email us at: FeedbackandComplaints@silverchain.org.au

› Send a letter: Attn: Feedback and Complaints 6 Sundercombe Street Osborne Park WA 6017

It is important to remember that providing feedback or making a complaint will not impact on any future care or treatment.

Assistance lodging a complaint 

Throughout Australia there are advocacy agencies who provide independent and confidential services free of charge.

Through the Older Persons Advocacy Network (OPAN). OPAN is made up of state and territory based service delivery organisations that work closely with each other to deliver free, consistent advocacy, information and education services to older people in Australia.

Their knowledge, expertise and relationships support consumers, and potential consumers, of Commonwealth funded aged care services to understand their rights and have a voice in exercising them.

For more information visit opan.com.au or contact the organisation in your state below to seek support 

What happens after you lodge complaints with Silverchain 

You will be contacted within 24 hours (or the next working day) by a Silverchain staff member. You will be given the name and contact details of a person to speak to during this process.

Formal complaints will be investigated within 28 days. If for any reason, that time frame can not be met, you will be informed.

All complaints are confidential and your privacy is protected. Complaint information is stored on a secure database with access restricted to those who are responsible for managing the complaint. Identifying information will not be shared with any other person without your permission.

You will be informed of the outcome and you can ask for further information if you wish.

Appealing the outcome of a complaint

If you are not happy with the way your complaint was managed, please call the Contact Centre 1300 650 803 and ask to speak with a member of the Consumer Partnership team in the first instance. You can also seek external review, through the following agencies: For external review of health and community services complaints

For external review of any other complaint: