1300 244 111 phone
1300 244 111 phone
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We value your input

Feedback, Complaints & Comments

At Catholic Homes, we value your feedback. Your thoughts, experiences, and suggestions help us improve our care and services. Whether it’s a compliment, a complaint or comment we encourage you to share your feedback with us

Ocean Star Residents sitting having tea

Why Your Feedback Matters

We are committed to continuous improvement and delivering high-quality care in line with the Aged Care Quality & National Disability Insurance Scheme (NDIS) Standards. Your input ensures we maintain excellence in:

  • Respecting your rights and dignity
  • Delivering safe and effective care
  • Improving our services based on real experiences

How to Share Your Feedback

Catholic Homes is committed to ensuring everyone can provide feedback and make complaints safely and comfortably.

We support you by:

  • Providing language support and translation services upon request
  • Ensuring feedback can be given anonymously if preferred
  • Offering multiple ways to provide feedback, including in-person, by phone, email, or online
  • Encouraging input from family members, representatives, and advocates
  • Assisting people with cognitive, sensory, or physical disabilities to share their concerns
  • Maintaining strict confidentiality and seeking permission before involving others in the resolution process
  • If you require assistance to provide feedback, please let us know how we can help

You can give feedback in the following ways

Submit feedback to Catholic Homes

Your contact details and feedback will be strictly confidential. We’ll ask for your permission before we involve any other parties who may need to resolve the situation satisfactorily.

If you wish your feedback to be anonymous, please leave your name and contact details blank.

What to do if you are not satisfied with our response

If you have a complaint you have not been able to resolve by talking with us; the Aged Care Quality and Safety Commission can support you with information and options to resolve it.

  • 1800 951 822 for general complaints
  • 1800 844 044 for food, nutrition and dining-related complaints (dedicated hotline on 1800 844 044, 9 am to 5 pm AEST, Monday to Friday).

For our National Disability Insurance Scheme (NDIS) funded participants – the NDIS Commission is an independent government body that regulates the safety and quality of all NDIS services and supports.

A complaint can be made to the NDIS Commission by:

  • Phoning: 1800 800 110, Monday-Friday 8 am-8 pm (AEST)
  • If you need an interpreter, call the Translation and Interpreting Service (TIS) on 131 450 and ask to be connected to the NDIS.
  • Completing a  complaint contact form.