Your feedback matters at Oxa Care
Whether it’s a concern, complaint or suggestion, we want you to feel comfortable speaking with us.
Tell us when something isn’t right
You don’t need to decide whether something is serious enough to be a complaint. If you’re unhappy with any part of our care or services, tell us, and we’ll listen.
- Care or support that has not met a resident’s needs or expectations.
- Communication about a resident’s care, well-being, or changing needs.
- Food, meal preferences or other parts of the dining experience.
- Laundry, clothing, personal belongings or other everyday concerns.
- Questions or concerns regarding invoices, fees, or charges.
- Staff interactions, response times or the living environment.
How we handle your complaint
We want you to know what happens after you raise a concern. Our process gives each complaint a clear path from listening and recording through to investigation, response and follow-up.
Listen and understand
Record your complaint
Review what happened
Take appropriate action
Explain the outcome
Follow up and learn
When can you expect a response?
We acknowledge complaints promptly and let you know who is handling them. Some concerns can be addressed quickly, while others need more time to investigate. We keep you informed as we work towards a resolution.
Urgent concerns come first
Some matters need more time
We keep you informed
What helps us understand your concern
You don’t need to have every detail before speaking with us. Sharing what you know can help our team understand your concern, look into what happened and respond appropriately.
- Your name and preferred contact details, unless you would prefer to provide feedback anonymously.
- The name of the resident involved, where relevant, so we can understand whose care the concern relates to.
- A clear description of what happened, including the concern you would like our team to look into.
- When and where the issue occurred, including approximate dates or times if you can remember them.
- The names or roles of anyone involved, where known, to help us understand the circumstances.
- What would you like to happen next, so we can better understand the outcome you are hoping for.
Further help with your complaint
If you’re unhappy with our response, you can ask us to review your complaint. You can also contact an independent advocacy service or external complaints body at any time. You do not have to raise your concern with Oxa Care first.
Speak with the Care Quality Manager
If your concern remains unresolved, you can speak directly with Oxa Care’s Care Quality Manager for further review and support.
Ask the Director of Nursing
You can also escalate your concern to the Director of Nursing if you are dissatisfied with the response or believe further review is needed.
Contact the Aged Care Quality and Safety Commission
You can contact the Commission at any time to raise a complaint about Australian Government-funded aged care. Call 1800 951 822 or visit agedcarequality.gov.au.
Seek independent advocacy
The Older Persons Advocacy Network (OPAN) provides free, independent and confidential advocacy to help older people understand their rights and raise concerns.
Choose how you’d like to speak with us
There’s no single right way to raise a concern. You can speak with us directly, put your feedback in writing or remain anonymous. Choose the option that feels most comfortable for you.
Speak with our team
Contact us in writing
Provide anonymous feedback
Speak with a senior team member
We respect your right to raise concerns
Everyone has the right to raise concerns without fear of being treated differently. We respect that right and encourage residents and families to speak openly with us.
Find the right type of care
From permanent residential care to short-term respite and palliative support, our care options are designed around each resident’s assessed needs.
Residential aged care
Long-term residential care with individualised support shaped around each resident’s needs.
Respite care
Flexible short-term care for recovery, carer breaks or when extra support is needed for a period.
Palliative care
Compassionate support focused on comfort, dignity and individual wishes during end-of-life care.
We’re here to listen
If something is on your mind, we encourage you to share it with us. Our team is here to listen, understand your concerns and help you work through the next steps in the complaints process.
