For Consumers – Goshen Seniors

1 Policy

1.1 Policy Statement

Goshen Seniors is committed to providing a safe, accessible and responsive complaints and feedback management system that upholds the rights and dignity of all individuals receiving aged care services. Goshen Seniors recognises that complaints and feedback are valuable sources of information that drive continuous improvement in the quality and safety of care.

Goshen Seniors will:

Welcome and encourage complaints and feedback from all sources as an integral part of quality care delivery.
Ensure that no individual experiences any form of reprisal, discrimination or adverse impact on their care as a result of making a complaint.
Provide multiple accessible channels for complaints and feedback, including options for individuals from culturally and linguistically diverse backgrounds, individuals with cognitive impairment or communication difficulties, and individuals who wish to remain anonymous.
Acknowledge, investigate and resolve complaints within defined timeframes, keeping complainants informed throughout the process.
Record all complaints and feedback in Brevity and maintain a Complaints Register to support analysis and reporting.
Analyse complaint trends quarterly and report findings to the QCAB and the governing body to drive systemic improvements.
Ensure all workers are trained in receiving and managing complaints and understand their obligations under this policy.
Inform individuals of their right to complain directly to the ACQSC (1800 951 822 or agedcarequality.gov.au) at any time.

1.2 Complaint Channels

Goshen Seniors provides the following channels for making complaints and providing feedback:

Channel	Details	Availability
In Person	At the office (6 Parkwood Avenue, Paradise SA 5075) or duringservice delivery	Business hours or during scheduled services
Telephone	Contact the office by phone	Business hours; after-hours voicemail available
Email	admin@goshenndis.com	24 hours; response within 2 business days
Post	Goshen Seniors, 6 Parkwood Avenue, Paradise SA 5075	Checked daily on business days
Via Advocate	Older Persons Advocacy Network (OPAN): 1800 700 600	OPAN operates Monday to Friday, business hours
Anonymous	Written complaint without identifying details, submitted by post or via a third party	Available at all times
External Regulator	ACQSC: 1800 951 822 or agedcarequality.gov.au	Available at all times

Information about how to make a complaint is provided to all individuals at commencement of services, included in the Welcome Pack, displayed at the office and available on request.

Complaint information is available in Easy English format and can be provided with interpreter assistance through TIS National (131 450) for individuals from non-English-speaking backgrounds, including Arabic-speaking participants.

1.3 Acknowledgment and Response Timeframes

Goshen Seniors is committed to the following timeframes for complaint management:

Action	Timeframe	Responsible
Verbal acknowledgment of complaint	Immediately upon receipt	Receiving worker
Written acknowledgment of complaint	Within 2 business days	Complaints and Feedback Officer
Initial assessment of severity and risk	Within 1 business day	Complaints and Feedback Officer
Investigation commencement	Within 3 business days	Complaints and Feedback Officer
Target resolution of complaint	Within 21 business days	Complaints and Feedback Officer
Written notification of outcome	Within 2 business days of resolution	Complaints and Feedback Officer
Follow-up with complainant	Within 10 business days of resolution	Complaints and Feedback Officer
Recording in Brevity	Within 1 business day of each action	All involved workers

Where a complaint cannot be resolved within the 21-business-day target, the Complaints and Feedback Officer will notify the complainant of the reasons for the delay and provide an updated expected resolution date. This notification will be recorded in Brevity.

1.4 Complaint Severity Assessment

All complaints are assessed for severity upon receipt using the following classification:

Level	Description	Example	Response
Low	Minor service issue; no harm or risk to the individual	Worker arrived 15 minutes late	Resolve within 5 business days
Medium	Moderate concern; potential for harm or recurring issue	Repeated missed tasks in care plan	Resolve within 15 business days
High	Serious concern; actual or potential significant harm to an individual	Allegation of neglect or abuse	Immediate action; resolve within 21 business days
Critical	Immediate danger or serious harm has occurred; may constitute a reportable incident under SIRS	Physical assault or serious injury during care	Immediate action; escalate to ACQSC if required

The severity assessment determines the urgency of response and the escalation pathway. High and critical complaints are immediately escalated to Makram Galaby (Business Director). Critical complaints that may constitute reportable incidents under SIRS are referred to Jennery Bernabe (Clinical Manager) for assessment under the Incident Management Policy (GS-POL-011).

1.5 Consumer Rights and No Reprisal

Goshen Seniors affirms the following rights of individuals in relation to complaints:

Every individual has the right to make a complaint about any aspect of their care or services without fear of reprisal, in accordance with s.19 of the Aged Care Act 2024 (Statement of Rights).
No individual will experience any reduction in service quality, withdrawal of services, changed treatment or any other adverse consequence as a result of making a complaint.
Individuals may be supported by an advocate, family member, representative or other person of their choosing when making a complaint.
Individuals may access the Older Persons Advocacy Network (OPAN) on 1800 700 600 for independent advocacy support at no cost.
Individuals may complain directly to the ACQSC at any time on 1800 951 822 or at agedcarequality.gov.au. This right exists irrespective of whether the individual has first raised the complaint with Goshen Seniors.
Goshen Seniors will take immediate action against any worker who retaliates against a complainant, which may include disciplinary measures up to and including termination of employment.

1.6 Accessibility

Goshen Seniors is committed to ensuring the complaint process is accessible to all individuals:

1.6.1 Culturally and Linguistically Diverse Individuals

Complaint forms and information materials are available in Easy English format.
Translated complaint forms are available for Arabic-speaking participants.
Interpreter-assisted complaint meetings are available through TIS National (131 450) at no cost to the individual.
Workers are trained to identify when interpreter services are needed and to arrange these without delay.

1.6.2 Individuals with Cognitive Impairment or Communication Difficulties

Easy English complaint materials with visual supports are available.
Workers will provide verbal explanations and offer to assist individuals in formulating and lodging complaints.
Family members, representatives and advocates are encouraged to support individuals in making complaints.
Complaints made verbally or through behaviour are recognised and recorded.

1.6.3 Anonymous Complaints

Individuals may make anonymous complaints by submitting written complaints without identifying details, by post or through a third party.
Anonymous complaints will be investigated to the extent possible, noting that the inability to contact the complainant may limit the scope of the investigation and the ability to provide a personal response.
Anonymous complaints are recorded in Brevity and included in trend analysis.