Feedback and complaints policy
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We value your feedback
Your feedback helps us continue improving our services and ensuring we provide the best possible experience. Please let us know what we’re doing well and where we can do better.
You can share your feedback in any of the ways below.
How to provide feedback
Speak to a staff member or manager
They will make sure your feedback reaches the right person and that you receive a response.
Complete a feedback form
Our feedback form can be found here or in the common areas of the village.
Write to us:
Email:
aufeedbackandcomplaints@summerset.com.au
Post:
Feedback Office Administrator
Summerset Group Holdings Limited
Suite 7.02, 412 St Kilda Road
Melbourne, VIC 3004
If your concern is not resolved
If you feel your concern has not been resolved at the village level, you can also contact:
Residential Aged Care:
ACQSC – 1800 951 822
Retirement & Assisted Living:
Consumer Affairs Victoria – 1300 55 8181
Older Persons Advocacy Network (OPAN):
1800 700 600
Serious Misconduct
If you or your supporters believe there has been serious misconduct within our care or services that has not been addressed by our leadership team, please report this through our whistleblowing channel:
whistleblower@summerset.com.au