Red Maple Care

Your Voice Matters

"We can only improve if we know how we are doing."

At Red Maple Care, we are committed to providing exceptional support. Whether it's a compliment for a job well done, a suggestion for how we can do better, or a complaint about something that went wrong—we want to hear from you.

We promise that providing feedback will never negatively affect your care or services. In fact, it helps us build a better service for you.

How to Share Your Thoughts

We have made it easy for you to share your feedback in whatever way you feel most comfortable.

1. Talk to Us Directly

Often, the quickest way to fix an issue is to speak with your Support Worker or Care Manager directly. They are trained to listen and resolve issues on the spot.

2. Send Us a Message

Prefer to write it down? You can email us or send a letter at any time.

3. Use Our Online Form

You can fill out the simple form below. You have the option to remain anonymous if you prefer. When you submit this form, you will receive a Reference Number to track your feedback.

Leave blank to remain anonymous

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Our Promise to You

What Happens When You Make a Complaint?

We take every concern seriously. Here is our process:

1

We Acknowledge

We will contact you within 2 business days to let you know we have received your feedback.

2

We Listen

We may ask to meet with you (in person or over the phone) to understand exactly what happened and what outcome you are looking for.

3

We Investigate

We will look into the matter fairly and confidentially.

4

We Resolve

We will work with you to find a solution. We will also let you know what steps we are taking to ensure it doesn't happen again.

Our "No Retribution" Guarantee

You have the right to complain without fear. We guarantee that your services, care, and friendly treatment will continue as normal, regardless of any feedback you provide.

Need Help Speaking Up?

Support & Advocacy

If you don't feel comfortable speaking to us directly, or if you want support to make your complaint, you can use an independent advocate. This is a free service.

For Aged Care Clients:

Older Persons Advocacy Network (OPAN)

For NDIS Participants:

Disability Advocacy Finder

Taking It Further

If We Can't Resolve It Together

We hope we can resolve your concerns directly. However, if you are not satisfied with our response, you have the right to contact the external commission.

Aged Care Quality and Safety Commission

NDIS Quality and Safeguards Commission

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