Feedback and complaints policy

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

Feedback and Complaints Policy

For more information about our Feedback and Complaints Policy click the link below:

Let's Find a Solution Brochure (PDF | 530KB)

If your concern is not resolved

If you feel your concern has not been resolved at the village level, you can also contact:

• Aged Care Quality and Safety Commission (ACQSC):

  • Residential aged care complaints and concerns - 1800 951 822

  • Food, nutrition and dining hotline - 1800 844 044

• 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

For Summerset’s Whistle Blowers policy see Summerset Group Holdings Limited Whistleblower Policy AU