We value your feedback on our services, and continually review and improve our service delivery based on this feedback. We encourage you to talk with a team member if you have a comment, complaint, compliment, concerns or suggestion for improvement. You have the right to engage an advocate to support you in raising comments and complaints with our organisation and our staff are able to assist you with this.
To ensure we are meeting your needs, we regularly seek and monitor feedback via:
Client satisfaction surveys
The ongoing collection of verbal and written suggestions
The reviewing and monitoring of complaints and compliments
The reviewing and monitoring of your satisfaction with a complaints experience
If you are a client, it is best to call your client services manager directly Mail to Governance Services, Enrich Living Services PO Box 1216 West Leederville WA 6901
Complaints can be made anonymously if you prefer not to be named. However, this may limit our ability to address specific concerns. If you feel your concerns have not been addressed adequately, we encourage you to contact our chief operating officer on 1300 164 274 or email our governance team using the online feedback form. For more information, please ask for a copy of our Compliments and Complaints Policy.
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Whistle Blower’s Policy
Enrich Living Services encourages the reporting of any instances of suspected unethical, illegal, fraudulent or undesirable conduct and will ensure that those persons who make a report shall do so without fear of intimidation, disadvantage or reprisal under the Enrich Whistle Blower’s Policy.
Contacting external agencies
If you are not satisfied with our response to any comment or complaint, or if you prefer to deal with a third party, you may wish to contact an external complaints or advocacy organisation:
Australian Aged Care Complaints Commissioner Phone Toll Free 1800 550 552 | Mail to Australian Aged Care Complaints Commissioner GPO Box 9848 (your capital city and state/territory)
National Aged Care Advocacy Program Phone Toll Free 1800 700 600
Our commitment to your privacy
Enrich Living Services is a national approved provider of Government subsidised services. This means we meet national accreditation standards. We are audited regularly against a number of standards, including the national ‘Common Care Standards’ through the Australian Aged Care Quality Agency (AACQA). As an approved provider we are recognised, and eligible clients are subsidised through the following government bodies:
Department of Health
Department of Veteran’s Affairs
Home and Community Care / Commonwealth Home Support Program
Disability Services (including state-based disability services and NDIS).
Accessibility of information
Enrich Living Services is committed to ensuring our resources and services are accessible to those wishing to utilise them. We hold high regard for the needs of users with special needs such as those with vision or hearing impairments and those with cognitive and learning limitations and appreciate that our content may be accessed from a multitude of devices including mobile phones. If you cannot find the information you need, please contact us.
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