Feedback & Complaints

Your feedback helps us understand what we’re doing well and where we can improve. At FYI Aged Care Services, we welcome compliments, suggestions, concerns and complaints about any aspect of our care and services.

Whether you receive services from us or are a family member, carer, supporter, advocate or community member, we want to hear from you. No concern is too small, and you don’t need to put your complaint in writing for us to take it seriously.

Your Right to Speak Up

You have the right to raise concerns and make complaints freely and safely. We will listen respectfully and take your concerns seriously.

Giving feedback or making a complaint is free. You will not be punished, discriminated against or treated unfairly for speaking up, and your access to care will not be adversely affected because you have made a complaint.

You can make a complaint verbally, in writing or anonymously. You can ask someone you trust or an independent advocate to support you, and you can withdraw your feedback or complaint at any time. If your concern identifies a safety issue or a matter we must address by law, we may still need to take appropriate action.

How to Contact Us

You can provide feedback or make a complaint in whichever way feels most comfortable for you.

By Phone

Call 03 7048 4603, Monday to Friday, 9 am to 5 pm

By Email

Email info@fyiagedcare.com.au

In Person

Speak with a member of our team or ask to speak privately with the manager responsible for complaints. You do not need to raise your concern with the person involved.

By Post

12 Ormond Boulevard, Bundoora
Level 3, Suite 301
Vic 3083

Sent to:

Online

Complete the feedback and complaints form below.

If your concern involves the person handling your complaint, please let us know. You can ask for another appropriate person to review the matter, or contact the Aged Care Quality and Safety Commission directly.

Feedback & Complaints Form

What Happens Next?

We will listen respectfully, clarify what happened and ask what outcome is important to you.
We will assess immediate and ongoing risks and take urgent action where needed.
We will create a secure complaint or feedback record and give it a reference.
We will confirm what we understand, who is managing the matter, what happens next and how we will communicate.
We will consider each issue, its impact, your rights, the evidence and whether another safety, clinical or legal process is needed.
We will use a fair and proportionate approach, which may include correction, review, apology, clinical review, service change, restorative discussion or investigation.
We will keep you appropriately informed in the communication method and frequency agreed with you.
We will explain the outcome and reasons, actions taken, information we cannot disclose and your review and external complaint options.
We will later evaluate whether the action worked, reduced risk and prevented the problem from happening again.

Your Privacy & Confidentiality

We handle feedback and complaints sensitively and respect your privacy. Information is shared only where necessary and appropriate to understand and address the concern, protect someone’s safety or meet our legal obligations.

You can tell us if you are concerned about your identity or particular information being shared. We will discuss your concerns and explain any limits to confidentiality.

If you raise a concern about another person’s care, we can listen and consider the information you provide. However, privacy obligations may limit what we can tell you about that person or the outcome.

Please refer to our Privacy Policy for more information about how we handle personal information.

Independent Complaints & Advocacy

You can seek independent support or make an external complaint at any time. You do not have to complain to FYI Aged Care Services first or wait for our response.

Aged Care Quality and Safety Commission

You can make a complaint to the Complaints Commissioner at the Aged Care Quality and Safety Commission about government-funded aged care services, including concerns about care, staff conduct, fees or how a complaint has been handled.

The service is free. You can make a complaint openly, confidentially or anonymously.

Phone: 1800 951 822
Online: Make a complaint to the Commission

Older Persons Advocacy Network (OPAN)

OPAN provides access to free, independent and confidential aged care advocacy. An advocate can help you understand your rights, consider your options, raise concerns and participate in the complaints process.

We welcome and support your involvement with an independent advocate.

Phone: 1800 700 600
Online: Get advocacy support

Help to Communicate

Please tell us if you need assistance to provide feedback or make a complaint. We can help arrange an interpreter or other communication support and discuss how to provide information in a format you can use.

You are welcome to involve a family member, friend, carer, registered supporter or independent advocate. With your permission, they can help explain your concerns and support you through the process.

Urgent Concerns & Emergencies

If someone is in immediate danger or needs urgent police, ambulance or fire assistance, call 000.

Our online form and email inbox are not monitored continuously. Please do not use them to request emergency assistance.

For concerns about our services that need prompt attention during office hours, call 03 7048 4603 and explain the urgency.

Learning from Your Feedback

We review feedback and complaints to identify improvements to our care, communication and everyday practices. Where appropriate, we use what we learn to improve staff training, review our procedures and reduce the chance of similar concerns happening again.