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October 28, 2025
Warrigal’s Complaints and Feedback Policy and Procedure
Warrigal is committed to fostering a culture of openness, respect, and continuous improvement.
Our Commitment
Warrigal is committed to fostering a culture of openness, respect, and continuous improvement. We believe that feedback is vital to enhancing the quality of our services and upholding our values.
We want our residents, clients, volunteers and their representatives to know that their voice matters. Everyone is encouraged to share feedback or raise concerns at any time, and no one will ever face discrimination or disadvantage for doing so.
All feedback is handled with transparency and care. We’ll keep you informed throughout the process, maintain your privacy and dignity, and use your feedback to help improve the quality of our care, services and overall experience.
Our Complaints and Feedback Process
We follow a clear and structured process for managing feedback and complaints.
1
Receipt
Once your feedback or complaint is received, we’ll confirm when you can expect a formal response.
2
Ackowledgement
We’ll acknowledge your feedback within three business days and provide an initial written response as soon as possible.
3
Investigation
We’ll stay in touch throughout the process. Residents, clients, representatives, registered supporters (with consent), and relevant staff will be included in finding a resolution.
4
Response
When a resolution is reached, we’ll confirm it in writing and seek your acknowledgement that the outcome is satisfactory.
All feedback is logged, reviewed, and used to identify opportunities for improvement.
How to Provide Feedback
Internal and External Channels
You can share your feedback in any way that suits you:
• In writing: Level 2, 10 Pioneer Drive, Oak Flats 2529
• By phone:1800 927 744
• By email: warrigal@warrigal.com.au
• Through the suggestion boxes at our residential care homes, using a “Share your thoughts with us” form
• Verbally to your Home Services Coordinator or General Manager at the home
• Through our website: Public Feedback
• By scanning the QR codes displayed on feedback posters across our Residential Care Homes and Community Villages
• Using the feedback kiosk located at reception in each of our Residential Care Homes
If you’d prefer to raise your concern externally, the following independent bodies can assist:
Aged Care Quality and Safety Commission
• Ph: 1800 951 822
• GPO Box 9819, in your capital city
NDIS Quality and Safeguards Commission
• Ph: 1800 035 544
Older Persons Advocacy Network (OPAN)
• Ph: 1800 700 600
Translating and Interpreting Service National
• Ph: 13 14 50
• Ph: 1800 700 600
If your concern relates to a community village, you can also contact:
New South Wales
• Fair Trading | Ph: 13 32 20
• NSW Civil and Administrative Tribunal (NCAT) | Ph: 1300 006 228
• Seniors Rights Service | Ph: 02 9281 3600
ACT
• Access Canberra | Ph: 13 22 81
• ACT Civil and Administrative Tribunal (ACAT) | Ph: 02 6207 1740
• ACT Human Rights Commission | Ph: 02 6205 2222
You can share your feedback in any way that suits you:
• In writing: Level 2, 10 Pioneer Drive, Oak Flats 2529
• By phone:1800 927 744
• By email: warrigal@warrigal.com.au
• Through the suggestion boxes at our residential care homes, using a “Share your thoughts with us” form
• Verbally to your Home Services Coordinator or General Manager at the home
• Through our website: Public Feedback
• By scanning the QR codes displayed on feedback posters across our Residential Care Homes and Community Villages
• Using the feedback kiosk located at reception in each of our Residential Care Homes
If you’d prefer to raise your concern externally, the following independent bodies can assist:
Aged Care Quality and Safety Commission
• Ph: 1800 951 822
• GPO Box 9819, in your capital city
NDIS Quality and Safeguards Commission
• Ph: 1800 035 544
Older Persons Advocacy Network (OPAN)
• Ph: 1800 700 600
Translating and Interpreting Service National
• Ph: 13 14 50
• Ph: 1800 700 600
If your concern relates to a community village, you can also contact:
New South Wales
• Fair Trading | Ph: 13 32 20
• NSW Civil and Administrative Tribunal (NCAT) | Ph: 1300 006 228
• Seniors Rights Service | Ph: 02 9281 3600
ACT
• Access Canberra | Ph: 13 22 81
• ACT Civil and Administrative Tribunal (ACAT) | Ph: 02 6207 1740
• ACT Human Rights Commission | Ph: 02 6205 2222
Download our Complaints and Feedback Policy and Procedure
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Warrigal Complaints and Feedback Policy and Procedure
|2025
Have Your Say
We truly value your feedback as it helps us improve, grow, and continue to create a world where older people feel known, loved, and connected.
Share your thoughts at any time through our easy-to-use online feedback tool or by contacting us directly.
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October 22, 2025
From 1 November 2025, the new Aged Care Act will strengthen your right to provide feedback and raise concerns. At Warrigal, we believe that your voice is essential to helping us continuously improve our services and maintain the highest standards of care and that no person will be subject to discrimination, retaliation or any adverse consequences for making a complaint or providing feedback.
