When You Speak, We Listen.
At Opal, 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 to a team member in your home. 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 home 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 Support Team.
The Opal Feedback Process
We take your feedback seriously and are committed to working with you to address your feedback in a quick, fair and transparent way. All feedback is confidential and will be handled sensitively in accordance with the instructions you provide us. Here is what you can expect:
In the event that you feel the matter cannot be resolved directly with us at Opal - or at any time - you may choose to contact the Aged Care Quality and Safety Commission. If you are a participant of the National Disability Insurance Scheme (NDIS) you also have the option to make a complaint to the NDIS Commission
If you require assistance making a complaint or providing feedback, the Older Persons Advocacy Network or the Disability Advocacy Network offer free advocacy services that are independent and confidential.
If you need an interpreter, you can ask us to arrange one. Alternatively, you can contact the Translating and Interpreting Service (TIS) on 131 450 and ask the service to contact us.