Feedback and opportunities for improvement
Aeralife is committed to proactive and resolution focused feedback and complaints management process as an integral part of stakeholder inclusion. At Aeralife, we are deeply committed to a proactive and resolution-focused approach to feedback and complaints management, ensuring it is a vital part of stakeholder inclusion. We view every praise, concern, suggestion, or complaint as an opportunity to enhance our care and services through an effective, resolution-oriented system.
We strive to maintain trust and confidence in our process by ensuring that there are no negative consequences for raising concerns or complaints. Throughout the process, we will respect the confidentiality of the complainant and the resident.
We welcome feedback in various forms, including emails, letters, and verbal communication, in addition to our official Feedback Form {link to feedback form]. We provide multiple support options for our residents and representatives, recognising that some may face barriers such as cultural or language differences, poor vision, hearing loss, or cognitive impairment, to ensure a satisfactory resolution for all parties involved. Our staff are ready to assist residents and representatives throughout the feedback process.
External feedback support services available
National Relay Service: 13 36 77
Translating and Interpreting Service (TIS): 13 14 50
Escalation of feedback
If you’re not happy with how your feedback was handled or it couldn’t be resolved, you can ask for it to be reviewed at a higher level.
Internal escalation
Feedback will be escalated to the Chief Executive Officer (CEO) who can be contacted on:
Ph: 03 9722 5870
External escalation
If you’re not satisfied with how your feedback was handled by our organisation, you can get help from external support such as:
Aged Care Quality and Safety Commission on:
Ph: 1800 951 822 or electronically on
https://www.agedcarequality.gov.au/making-complaint
For residents who are also receiving supports under the National Disability Insurance Scheme (NDIS), may direct feedback to the NDIS Commission by completing a complaint contact form on