Feedback

Share your feedback…

No matter what it is, we want to hear about it so we can continually improve our services to you.

Why your feedback is important to us?

We are genuine about addressing feedback. We encourage clients, patients, family members, supporters and suppliers to submit any compliments, complaints or suggestions for review.

Let us know if you are happy

There is nothing quite as motivating as receiving a kind word. In fact, when someone compliments one of our team members, it helps us to recognise that person appropriately.

So, if you’ve experienced outstanding service, please let us know so we can pass it on.

We want to know if you are not happy

We are dedicated to offering you with the best quality service and support. However, even with the greatest effort and best intentions, mistakes occur and there is always room for improvement.

When this happens, we want to hear about it. This way we can rectify any problem as quickly as possible and restore your confidence in us.

We protect whistleblowers

If you think that something at PAWA isn't quite right, and it might be a breach of relevant laws, then what you tell us about it might be a 'protected whistleblower disclosure'.

If that's the case, we have obligations to protect your interests and privacy as the person making the disclosure.

How you can share your feedback?

If you want to tell us about something that happened or isn't quite right that you think might be breaking a law, and don't want to use this form, we encourage you to get in touch. We have clear processes to make sure you're heard. We're committed to continuous improvement and striving to always do better.

There are multiple ways you can give PAWACC feedback on our services:

Call us on 1300 227 292 and ask to speak with our feedback officer
In person, verbally by calling PAWA office or by approaching a member of staff
Email at feedback@pawacc.org.au
Complete the online form below
In writing to: PAWA Feedback officer: PO Box 6222 Wetherill Park NSW 1851 (marked “Confidential”)

Please include specifics about our services, or any other aspects/ details of your feedback as this will enable us to follow it up for you.

What happens next…

Our team will do everything they can to rectify any issue straight away where possible. We aim to acknowledge receipt of your complaint within five working days and fully respond to your complaint promptly.

We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. In most cases, this can happen within 15 working days. If you are still dissatisfied, you can ask PAWA CEO to review the matter.

Please be assured that we treat all feedback seriously and is committed to respecting your confidentiality.

When you provide feedback, you may choose to provide your name and contact details or choose to remain anonymous.

People making complaints will be:

provided with information about our complaint handling process,
provided with multiples and accessible ways to make complaints,
listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
provided with reasons for our decision/s and any options for redress or review.

We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.

We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.

We will protect the identity of people making complaints where this is practical and appropriate.

Personal information that identifies individuals will only be disclosed or used by PAWA CC as permitted under the relevant privacy laws and any relevant confidentiality obligations.

In any discussions or communications of the dispute or complaint resolution process, you may be assisted and/or represented by a nominated Representative or other person(s) selected by you.

Still not happy or prefer to lodge complaint trough external body
In the unlikely event that a matter cannot be resolved with PAWA CC, you can seek assistance from the Aged Care Quality and Safety Commission,

You can also contact ACQSC directly to lodge your complaint.

Need support?

You can contact Older Person Advocacy Network to seek free advice and support to work through issues with PAWA Community Care as your aged care services providers: 1800 700 600

PAWA CC Inc. Complaints and Compliments Policy is available on request.