How we respond to your complaints and feedback

older person with hand up in meeting

We love to hear all positive and constructive feedback and complaints; we will respond in a respectful and timely manner.

We encourage and welcome any complaints from you, your carers, registered supporters and advocate about how we can keep improving our services.

Send us feedback or make a complaint

How else can you give feedback?

  • You can speak with your community support worker in person or call the Team Leader, Coordinator or Manager on 8470 8828.
  • Send us an email via adfeedback@darebin.vic.gov.au
  • You can provide feedback anonymously, written or verbally.
  • You can call Darebin's Customer Service on 8470 8888.

Council will respond to your complaint within 2 business days. If required, we will investigate and resolve the complaint, advising you about the outcome within 14 business days.

A client has the right to call an advocate of their choice to present any complaints and to help them through the complaints management process. Clients (or their representatives) can discuss concerns or raise a complaint by contacting:

  • My Aged Care on 1800 200 422, write to My Aged Care Complaints, PO Box 1237. Runaway Bay QLD 4216 or visit the My Aged Care website
  • The aged care assessor and seek a resolution through their complaints process.
  • Aged Care Quality and Safety Commission (ACQSC) on an open, confidential or anonymous basis by calling 1800 951 822 (free call) or by visiting the ACQSC website.
  • The Victorian Ombudsman can assist you with complaints about Home Care Services. You can visit the Ombudsman website or phone 1800 806 312.

More information

You can read a summary of Council's Complaints and Feedback Management Policy here(PDF, 481KB) .

Supported and Connected Living team
Phone: 03 8470 8828

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