At Opal HealthCare, we value your thoughts and the opportunity to work with you to resolve any issues you may have. That’s why you’ll find it easy to raise a complaint, make a suggestion, share a compliment or just have your say.
Here are some simple avenues to provide your feedback:

• Speak with a team member in your Care Community.  This is often the fastest and easiest way to communicate your feedback and to resolve an issue.
• Arrange a time to speak with the General Manager in your Care Community either in person or by phone. Our General Managers appreciate the opportunity to work with you to action your feedback.
• You can submit your feedback using the online form or by calling 1800 767 074 and your feedback will be routed to the most appropriate manager and you will receive a reference number for tracking purposes.
• If you feel that your issue has not been resolved to your satisfaction, you may call 1800 767 074 and request an internal review from a senior member of our Opal HealthCare Support Team.

How your feedback is reviewed when it is first received.  

When your feedback is received online, it is automatically routed to the General Manager of your Care Community -- unless you have indicated that your feedback is sensitive and that you would prefer for it to be managed by a senior member of the regional leadership team.  

If you have indicated that your feedback is sensitive, it is routed to the relevant senior regional leader to review in the first instance.  

We will work with you to resolve the issue and will keep you informed of the steps we are taking to do so.  

How you can escalate feedback internally or request a review 

We strongly encourage you to share your feedback with the General Manager of your Care Community or another trusted member of the Care Community team. The individuals who provide care are often in the best position to address your concerns and collaborate with you to implement necessary changes or improvements.

If you have shared feedback with the General Manager or a member of the Care Community team and are dissatisfied with the response or resolution, you have the option to escalate your feedback internally within Opal HealthCare. 

You can escalate your concern by lodging a complaint here and selecting the option to have your feedback reviewed by a senior member of the regional team.   
You can also call the complaints line on 1800 767 074 or email listening@opalhealthcare.com.au. If you’d prefer to send us your concern in hardcopy, please use one of the feedback forms in the Care Community and mail your completed form to our home office address listed in the feedback brochure.

When your feedback is under review by a senior member of the regional team, they may reach out to you by phone or email to gain a clearer understanding of your concerns.

A regional team member will work with you to resolve the issue.  To do this, they may ask for your permission to share your concerns with the Care Community team in a sensitive and respectful way.  Please tell the regional team member if you don’t want your name or concern shared with the Care Community team, however, please be aware that this may limit our ability to resolve your concern in full.  

If you have made a Whistleblower Disclosures under the Aged Care Act  

If you have made a whistleblower disclosure about a suspected breach of the Aged Care Act and are eligible, your concern will be managed in accordance with our Feedback, Complaints and Whistleblower policy.  

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