Feedback, Compliments, and Complaints

Complaints and Feedback Policy

Esperance Home Care values complaints and feedback from consumers, their representatives, workers, and others to improve our aged care services.
We foster a safe, transparent, and culturally sensitive environment where individuals can raise concerns or provide feedback without fear of retaliation or retribution, aligning with open disclosure principles and our commitment to quality care.

How to Report

Complaints and feedback can be submitted in person, by phone, email, or letter, and may be anonymous. No costs are charged for making or managing complaints.
To provide feedback or raise a complaint:

  1. Visit, write, call, or email us with details of your concern.
  2. Include your name, contact information, and a description of the issue (e.g., service quality, staff interaction).

Complaints Management Process

EHC follows the Better Practice Guide to Complaints Handling and the Australian Open Disclosure Framework, ensuring fairness, accessibility, and timeliness.
Serious complaints are escalated and may involve external investigators or regulatory notifications.

Protections and Support

Workers are trained on handling complaints, respecting confidentiality, and supporting consumers, including those with specific needs. Interpreters, translated materials, or advocacy services are provided as needed. Confidentiality is maintained unless legal obligations or serious risks require disclosure.

Whistleblower Policy

Esperance Home Care is dedicated to fostering a workplace free from unacceptable behaviour and serious misconduct. Our Whistleblower Policy encourages the reporting of wrongdoing, ensuring individuals can disclose issues safely, securely, and with confidence in their protection.

What Can Be Reported?

Reportable matters include:

  • Abuse of clients (physical, psychological, or other)
  • Unauthorised receipt of gifts or money from clients
  • Illegal conduct (e.g., theft, drug-related activities, violence, or property damage)
  • Fraud, money laundering, or bribery
  • Financial irregularities or breaches of legal/regulatory requirements
  • Threats or detrimental conduct against whistleblowers
  • Significant risks to public safety or financial system stability

Disclosures qualify for protection even if incorrect, provided they are not deliberately false. Personal grievances or client complaints are handled through separate processes.

How to Report

Whistleblowers can report to:

  • Internal Recipients: The Employee Assistance Program, Shire CEO, or Home Care Manager.
  • External Recipients: Regulatory bodies (e.g., ASIC, ATO, APRA), legal practitioners, or, in specific cases, journalists or parliament members.

Reports can be made in person, by phone, email, or letter. Anonymous disclosures are protected, and whistleblowers can maintain anonymity throughout the process.

Full copies of these policies can be provided upon request.