Have Your Say We value your feedback and are committed to providing high-quality services. Your comments, suggestions, and experiences help us to continually improve the support we provide. We invite you to complete this feedback form and share your thoughts. Have Your Say Online
The BaptistCare feedback process Your feedback provides us with the opportunity to celebrate individuals who have gone above and beyond. It also helps us understand when things haven’t gone as they should, so we can address the issue and take positive steps to prevent it from happening again. To be the best we can be, we rely on your help and your feedback.
Who can give feedback?
Need assistance?
Anyone! We welcome feedback from our customers including residents, clients and tenants, their family members and friends, as well as from our employees, volunteers, visitors and support partners.
If you need help sharing your feedback, we are here to support you. This may include arranging interpreter services or scheduling a time to discuss your feedback in person.
Your feedback helps us recognise what we’re doing well and where we can improve our service. All feedback is treated confidentially and your privacy will be respected. You may choose to remain anonymous, although this limits our ability to respond to your feedback.
What happens after I give feedback? Your feedback will be recorded and acknowledged in person, by phone, or in writing by email or letter. We are committed to being open and honest with our customers and we want you to feel supported and confident in raising concerns if something has gone wrong. If this happens, we will respond to any immediate needs or concerns, offer an apology, provide support, and explain the steps we’ll take to prevent it from happening again. Anonymous complaints are taken seriously and we will do our best to address any issues raised.
Who will see my feedback? When you share a suggestion, compliment or complaint, we ensure it is passed to the appropriate member of management for action, and that those involved receive your feedback – unless you have requested otherwise.
What happens if my feedback is related to a complaint and I’m still not satisfied? If you’re unhappy with the way we have handled your feedback, you can write to the Chief Executive Officer at BaptistCare PO Box 7626 Norwest NSW 2153. If the matter remains unresolved, you can choose to contact the relevant external agency:
National agencies Aged Care Quality and Safety Commission GPO Box 9819, in your capital city T 1800 951 822 W agedcarequality.gov.au Older Persons Advocacy Network T 1800 700 600 W opan.com.au NDIS Quality and Safeguards Commission PO Box 210, Penrith NSW 2751 T 1800 035 544 W ndiscommission.gov.au National Regulatory System for Community Housing (NRSCH) T 1800 330 940 W nrsch.gov.au
State-based agencies Office of Fair Trading NSW PO Box 972, Parramatta NSW 2124 T 13 32 20 W fairtrading.nsw.gov.au Aboriginal Enquiry Service (Fair Trading) T 1800 500 330 W fairtrading.nsw.gov.au Access Canberra ACT GPO Box 158, Canberra ACT 2601 T 13 22 81 W accesscanberra.act.gov.au NSW Civil and Administrative Tribunal (NCAT) T 1300 006 228 W ncat.nsw.gov.au Housing Appeals Committee (HAC) T 1800 629 794 W hac.nsw.gov.au
How do I give feedback? We’ve made it easier than ever to share your comments with us. Choose any of these options to return the Have Your Say form back to us. Visit baptistcare.org.au/ feedback and complete this form online Return it directly to the Manager of your BaptistCare service
Your Say Date
Place it into your local BaptistCare feedback/suggestion box Send your form in the post Attention: Feedback Officer BaptistCare PO Box 7626 Norwest NSW 2153 Speak personally to the relevant BaptistCare General Manager 1300 275 227
I am a Customer (resident, client or tenant) Relative
Employee
Friend
M edical / Allied Health
Supporter My feedback is a
Volunteer
Other (indicate)
Visitor Compliment Suggestion/Comment
Which service or site does your feedback relate to?
Complaint Verbal Feedback From Does this feedback relate to a resident, client or tenant? Do you wish to remain anonymous? Yes
No Please turn over...
Thank You for your feedback Your Say continued...
Please provide details about your feedback (attach further information if required)
If complimenting a particular employee, please note their name here and the reason for the compliment:
For us to respond to your feedback, please indicate the method of contact: Email
Phone
Letter
In Person
No Thanks
Name Address Phone
To be completed by a BaptistCare team member
For more information Call 1300 275 227 baptistcare.org.au
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