At CaSPA Care, we believe feedback is an essential part of improving the care and services we provide.

Your ideas, suggestions, compliments, and complaints help us understand what is working well and where we can do better.

You can provide feedback in any way that suits you:

• Complete a blue feedback form available near the nurses’ station or at reception.

• Speak to any staff member, who will help you record your feedback.

• Send us an email at info@caspacare.org.au.

• Call us on (03) 9633 9200 and ask for the CEO or Director of Nursing.

• Provide feedback anonymously if you prefer.

We welcome all feedback and will treat your comments with respect, fairness, and confidentiality.

If you have a concern or complaint about the care or service we provide, please let us know as soon as possible so we can address it quickly and fairly.

We will:

1. Acknowledge your concern promptly.

2. Listen to your experience and understand what has happened.

3. Investigate and work with you to resolve the issue.

4. Inform you of the outcome and any improvements we’ve made.

Our goal is to resolve complaints in a timely, open, and respectful way.

If you’re not satisfied with the outcome or would prefer to raise your concern externally, you may contact the:

Aged Care Quality and Safety Commission
📞 1800 951 822
🌐 www.agedcarequality.gov.au

Residents and families are welcome to have an advocate or support person present at any time during discussions or complaint processes.

Free, independent and confidential support is available through the:

Older Persons Advocacy Network (OPAN)
📞 1800 700 600
🌐 www.opan.org.au

OPAN can assist you in raising and resolving concerns about aged care services.

CaSPA Care encourages anyone — including residents, families, staff, volunteers, and contractors — to report suspected misconduct, wrongdoing, or breaches of the Aged Care Code of Conduct.

You can make a disclosure:

• By contacting the CEO directly on (03) 9633 9200, or

• By emailing whistleblower@caspacare.org.au.

You may make your disclosure anonymously.
We will handle all disclosures confidentially and in line with our Whistleblower Policy, ensuring there is no retaliation or disadvantage to anyone who raises a concern in good faith.

If you prefer, you can also report matters directly to the Aged Care Quality and Safety Commission on 1800 951 822.

If you would like a copy of our Feedback and Complaints Policy or Whistleblower Policy, please email info@caspacare.org.au.

Your feedback and complaints help us to continuously improve.
Every comment, suggestion, and complaint is recorded, reviewed, and used to make improvements to our services, environment, and resident experience.

If you need this information in another language, large print, or accessible format, please contact us at info@caspacare.org.au or speak to reception.

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