ECH is committed to providing you with the best services and experiences so you can get MORE out of life.
We welcome your compliments to understand your experience of what we do well. When things don’t go as planned or as expected, we review and follow up all comments, suggestions and complaints as an opportunity to contribute to our continuous improvement processes and ensure our ongoing delivery of high-quality services and care.
Ways to provide feedback
We encourage you to speak with your ECH contact first. An ECH staff member for home services or Resident Liaison Officer for retirement villages may be able to resolve your enquiry quickly.
Feedback can also be provided by:
- Using our Feedback Form, or
- Calling us on 1300 275 324 or +61 8 7093 0805 from overseas.
- Emailing us at [email protected]
How we respond
We manage all feedback consistent with our Feedback and Complaints Management processes. We advise our staff about your compliments, comments and suggestions.
We investigate complaints to understand what happened, why and what can be done to stop the situation from happening again.
ECH respects your right to complain without negative consequences. We also respect your privacy and only use information provided in line with the ECH Privacy Policy.
An ECH staff member will contact you as soon as possible with the aim to resolve complaints at the first opportunity.
We can arrange for an interpreter if necessary.
You can also contact these advocacy services to support you with independent advice and information or support with a translator or to make a complaint:
Aged Rights Advocacy Service (ARAS)
ARAS can be contacted on 08 8232 5377 or 1800 700 600
By email to [email protected] or
In person at 175 Fullarton Road, Dulwich SA 5065.
ARAS also has website information at sa.agedrights.asn.au .
Or
Older Persons Advocacy Network (OPAN)
OPAN can be contacted on 1800 700 600
If we are unable to resolve your concerns we may also refer you to the above advocacy services or you may wish to refer unresolved matters to the Aged Care Quality & Safety Commission, the body responsible for regulating aged care service providers.
The Commission can be contacted by:
Phone on 1800 951 822
Post: GPO Box 9819, Adelaide SA 5001
Email: [email protected] or
Website contact form: agedcarequality.gov.au/making-complaint
Retirement Villages
If your concerns relate to retirement village operations, the Code of Conduct and Dispute Resolution Procedure established under the retirement villages legislation apply to relationship expectations and disputes between you and ECH. These were provided to you with your licence to occupy agreement.
The Dispute Resolution Procedure sets out the processes to be followed including a mediation option and your rights to apply to the South Australian Civil and Administrative Tribunal (SACAT) if genuine attempts to resolve the dispute have failed.