Your Voice Matters

Feedback, Compliments & Complaints

We welcome all feedback — positive or negative. Your experience helps us improve the quality and safety of care for every veteran we serve.

Our Commitment to You

Acknowledged within 2 business days

We will acknowledge receipt of your feedback within 2 business days of receiving it.

Investigated thoroughly

All complaints are investigated by our clinical manager in accordance with our Feedback and Complaints Policy.

Responded to within 10 business days

We aim to provide a full written response to all complaints within 10 business days. Complex matters may take longer — we will keep you informed.

No impact on your care

Raising a complaint will never affect the quality or continuity of care you receive. This is your right under the Australian Charter of Healthcare Rights.

Continuous Improvement

All feedback — compliments, complaints, and suggestions — is reviewed by our clinical governance team. Themes and trends are reported to management quarterly and used to drive measurable improvements in care quality, safety, and patient experience. This process is aligned with the Aged Care Quality Standards and the DVA Community Nursing Program contract requirements.

Need to speak to someone?

1800 668 316Mon–Fri 8am–5pm [email protected]

Submit Your Feedback

You may submit feedback anonymously. If you provide contact details, we will respond directly to you.

Type of Feedback *

Compliment

Share positive feedback about your care experience or a staff member.

Complaint

Raise a concern about the quality, safety, or appropriateness of care.

Suggestion

Suggest an improvement to how we deliver or organise our services.

General Feedback

Any other feedback about your experience with SWAST CARE.

About You (optional — you may submit anonymously)

Your Name (optional)

Your Relationship to SWAST CARE

Phone Number (optional)

Email Address (optional)

Your Feedback

Service or Area of Care (optional)

Date of Experience (optional)

Details of Your Feedback *

What outcome are you seeking? (optional)

All feedback is handled in accordance with our Feedback and Complaints Policy and the Australian Privacy Act 1988. Anonymous submissions are accepted.

Independent External Bodies

If you are not satisfied with our response, or prefer to raise your concern with an independent body, you have the right to contact any of the following at any time — before, during, or after raising a concern with us.