Feedback

Quality service

At Lions Haven for the Aged we take every opportunity to improve the services we provide to our residents. Your suggestions, ideas, compliments or complaints are important, and we encourage you to share them with us.

If you have any issues or queries about the care and service provided to your relative or friend, please tell us.

Our staff are here to listen to you and are committed to ensuring your feedback or complaints are recorded and dealt with quickly. Lions Haven for the Aged is committed to continually improving our care and your feedback is critical to that process.

If you wish to discuss any feedback or complaint, please contact the Chief Executive Officer, who is best placed to deal with your issue quickly and efficiently. We will investigate and provide ongoing feedback until the matter is resolved. You can contact our CEO on 07 5530 8966 or ceo@lionshaven.com.au

You can also provide feedback via our QR Code

What to do if you need support in raising your complaint or understanding the process

Contact the Chief Executive Officer who will provide support such as language services. If you need further support in raising your complaint or with understanding the process, there are advocacy services available to assist you. Lions Haven treats all information provided in line with our Personal Privacy and Dignity Policy and Procedures. View our full policy here: Personal Privacy and Dignity Policy and Procedures

The Older Persons Advocacy Network organisations support residents and their families and representatives to effectively access and interact with Commonwealth funded aged care services and have their rights protected. Older Persons Advocacy Network is funded by the Australian Government to deliver the National Aged Care Advocacy Program (NACAP). They can be contacted on 1800 700 600 or at https://opan.org.au/.

If you would like your complaint to go to the Aged Care Quality and Safety Commission

If you would prefer to lodge your complaint externally, you can address it to the Aged Care Quality and Safety Commission (ACQSC), which is an independent Government Agency. To do so, please call 1800 951 822 or send the complaint online via https://www.agedcarequality.gov.au/.