Making a complaint:
Gateway Community Services (GCS) is committed to providing high quality services however we may not always get it right. You can let us know where we have made a mistake by making a complaint.
GCS takes all complaints seriously and welcomes them as an opportunity to improve the services we provide.
What can I make a complaint about?
You have the right to complain to GCS, the Aged Care Quality and Safety Commission or the Disability Services Commissioner regarding any incident or issue that occurs during the delivery of our services, or in connection to our services.
We are committed to upholding your rights as a Client, including the right to:
Be free from any reprisal following a complaint, such as any change to, or cancellation of services
Be supported to report your complaints to the Aged Care Commission or Disability Services Commissioner if you are not satisfied with the way we respond to your complaint
Be involved in decisions related to resolving a complaint
Have your privacy and confidentiality protected
Remain anonymous if you choose
How to make a complaint?
You can submit a complaint by:
Speaking to a Staff Member or Management
Submitting a completed Complaints and Grievance Form and handing it to a Staff Member, Management or to Reception at the GCS Office
Sending in a written complaint
Handing in a written complaint to Reception at the GCS Office
Submitting a feedback form on www.gatewaycommunityservices.org.au
Contacting the Aged Care Commission
Contacting the Disability Services Commissioner
Our complaints procedure:
Some complaints may be able to be resolved on the spot, while others may require more investigating and time. GCS Management will discuss with you (and your family/carer/advocate) all the details of the complaint, including the outcomes you would like to see and expected time frame for a resolution.
If appropriate, we will conduct an investigation into the circumstances surrounding your complaint
You will receive information on the outcomes of your complaint and be given the chance to ask for a review or refer the complaint to the Aged Care Quality and Safety Commission or the Disability Service Commissioner
We will use your complaint to review our systems, policies and procedures to improve our services
For all complaints made to GCS we will:
Treat all complainants with dignity and respect
Attempt to resolve the issue to the best outcome for all parties
Keep you informed of developments regarding your complaint
Provide support to access translation, advocacy, other support services where appropriate
Report any breaches of legislation to the relevant authority
Gateway Community Services
Mail: 43 Paxton Street, South Kingsville VIC 3015
Phone: 03 9399 3511
Aged Care Quality and Safety Commission
Mail: Aged Care Quality and Safety Commission, GPO Box 9819 (In your capital city)
Phone: 1800 951 822 (free call)
Disability Services Commissioner
Mail: Level 20, 570 Bourke St Melbourne Vic 3000
Complaints hotline: 1800 677 342
Complaints email: firstname.lastname@example.org
General office enquiries: 1300 728 187
General office email: email@example.com
TTY: 1300 726 563
National Relay Service:
www.communications.gov.au/accesshub and then 1800 677 342