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Complaints Policy

At OVRC we believe it is important that all resident’s and their advocates are happy with their care and the services provided. They must have access to management if they have any concerns, suggestions or complaints so that all can come to a resolution.

It is the policy of OVRC to ensure that each care recipient in this facility, is treated as a valued, active and contributing member of the care facility, Thus aiming to reinforce the positive view of the worthiness of each individual within the community.

Each resident will be assisted to understand and exercise their rights through an advocacy process including giving information, offering representation, participation in education, offering of advice and support.

Advocacy focuses on the needs, wishes and rights of the person, including protection of confidentiality. Residents have the right to complain about their care and/or conditions. It is only by having a means for residents to safely, voice their complaints, that we can know whether our care is seen as appropriate, by the resident, and/or advocate. Staff & visitors also have the right to raise concerns.

Please discuss any concerns in the first instance with the Residential Care Manager.

The full policy can be found in the Resident’s Brochure and Residency Agreement supplied on admission.

The following can be contacted for assistance if required

Aged Rights Advocacy Service
Telephone: 8232 5377 (or toll free 1800 700 600) for assistance, support or information.

Department of Social Services
GPO Box 9848
Telephone: 1800 550 552

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