Feedback, complaints,
suggestions & Whistleblowing
Live the life you choose through conversations with us to enhance your care and services
West Coast Homecare aims to ensure people feel safe, comfortable and are encouraged and supported to give feedback and make complaints. We want people to be engaged in processes to address their feedback and complaints, and take appropriate action.
West Coast Homecare Statement
We welcome, encourage and regularly seek input and feedback from consumers, carers, the workforce and others and use the input and feedback to inform continuous improvements for individual consumers and the whole organisation to ensure:
Consumers, their family, friends, carers and others are encouraged and supported to provide feedback and make complaints.
Consumers are aware of and have access to advocates, language services and other methods for raising and resolving complaints.
Appropriate action is taken in response to complaints and an open disclosure process is used when things go wrong.
Feedback and complaints are reviewed and used to improve the quality of care and services.
Our Commitment
West Coast Homecare is committed to:
Have a system to resolve complaints that is accessible, confidential, prompt and fair and supports all consumers to make a complaint or give feedback.
Listen to what you have to say and let you know about what we have done about your feedback,
Deliver safe and quality care and services and ensure our complaints and feedback system is used to resolve complaints, is accessible and confidential, prompt and fair.
Support for all consumers to make a complaint or give feedback.
Strive to resolve complaints to help build the relationship between the consumer and West Coast Homecare and to achieve better care and service outcomes.
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Any feedback, complaints and or suggestions can be submitted anonymously however if you would like a reply we will require your name and contact details.
The West Coast Homecare Feedback, Complaints and Suggestions Policy is provided in the Consumer Service Agreement issued on commencement .
We encourage you to bring your concerns or suggestions to our attention in the first instance.
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Phone or meet with your Homecare Coordinator initially, who will be happy to assist you.
Port Lincoln: 8682 2177
Tumby Bay: 8688 2464
Cummins: 0438 163 641
Cleve: 8628 2870
If you wish to discuss the matter further, you may speak with:
The Program Manager – Port Lincoln Office
Phone: 8682 2177
Other ways to submit your comments:
Post to: Feedback at West Coast Homecare, PO Box 881, Port Lincoln SA 5606
Email: feedback@westcoasthomecare.com
Web: www.westcoasthomecare.com and leave an online comment
Visit: the local office and post your feedback into the red house letterbox in the reception.
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Alternatively, you may seek independent advice from one of these external advocates:
Aged Care Quality and Safety Commission
Phone: 1800 951 822
Web: www.agedcarequality.gov.au
In writing to: Aged Care Quality and Safety Commission, GPO Box 9819, Adelaide 5000
Age Rights Advocacy Service Inc (ARAS)
Phone: 1800 700 600
Web: www.sa.agedrights.asn.au
Email: aras@agedrights.asn.au
In writing to: Age Rights Advocacy Service Inc (ARAS), 175 Fullarton Road, Dulwich SA 5065
National Disability Insurance Scheme (NDIS) Participants
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Email: feedback@ndis.gov.au
Web: www.ndis.gov.au/contact/feedbackand-complaints
In writing: National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601
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Commonwealth Ombudsman
Phone: 1300 362 072 (Complaints)
Phone: 1800 060 789 (Indigenous Line)
Web: www.ombudsman.gov.au/complaints/how-to-make-a-complaint
In writing: Commonwealth Ombudsman, GPO Box 442 Canberra ACT 2601
Translating and Interpreter Service
Phone: 131 450
Written information may be available in the particular language from West Coast Homecare
National Relay Service
For people with hearing impairment, deafness or speech impairment
Phone: 1300 555 727
Web: www.infrastructure.gov.au/mediacommunications-arts/phone/services-peopledisability/accesshub/national-relay-service
Deaf Connect
Phone: (02) 8833 3600
SMS: 0497 587 188
Web: www.deafconnect.org.au
Email: info@deafconnect.org.au
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We aim to acknowledge the feedback, complaint and or suggestion:
• as soon as possible if you provide your name, address, phone number or email address.
• resolve the matter within 30 days.
• set a timeframe for implementation of a solution.
Review or appeal of a complaint
Where possible, we will attempt to resolve a complaint at the first point of contact. If we are unable to resolve the complaint at the first point of contact, we will undertake an investigation of and provide the Consumer with our findings.
On some occasions this may take longer if other agencies or government departments are involved who make determinations that officially resolve an issue and we may cease to take further action in relation to your complaint as advised by the authority.
The consumer may appeal the decision and:
• West Coast Homecare to review the complaint outcome.
• request the complaint to be escalated to an independent complaint and advocacy service for an external review.
• contact an independent complaint and advocacy service themselves for an external review.
What is Whistleblowing?
West Coast Home Care is committed to maintaining a safe, respectful and transparent environment for everyone we support and work with. Speaking up about concerns helps protect people from harm and ensures our services remain ethical, accountable and of the highest quality. If you see or experience something that doesn’t feel right, we encourage you to raise it — you will be supported, your concerns will be taken seriously and you can report confidentially or anonymously.
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Whistleblowing is the act of reporting behaviour that is unsafe, unlawful, unethical or inconsistent with organisational values. This may include concerns about abuse, neglect, fraud, privacy breaches, bullying, discrimination or serious safety risks. Speaking up helps ensure services remain safe, respectful and accountable.
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Whistleblowing helps protect clients, staff and the wider community by identifying risks and preventing harm. Reporting concerns strengthens trust, improves service quality and ensures issues are addressed promptly and fairly. West Coast Home Care supports people who speak up and is committed to protecting individuals who report concerns in good faith.
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Reports can be made confidentially and may be submitted anonymously if preferred. All disclosures are reviewed and investigated as required, with fairness, natural justice and privacy maintained throughout the process. The organisation aims to acknowledge reports promptly, review concerns in a timely manner and take appropriate action to resolve issues.
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Concerns can be reported by phone, email, post, in person or via the confidential online form on the website.
You may contact the Port Lincoln office on 8682 2177, email feedback@westcoasthomecare.com.au, submit the website form below or post feedback to :
West Coast Homecare
PO Box 881
Port Lincoln SA 5606.Reports can also be made anonymously and external advocacy bodies are available if you prefer independent reporting.