Feedback and Complaints

We Want to Hear From You

At Brasswood Care, our purpose is to support people to live with dignity, choice, and independence. Your voice matters to us, and we welcome your feedback to help us continuously improve the services we provide.

We encourage feedback and complaints from the people we support, their families, carers, other service providers, and members of the public. All feedback is taken seriously and handled using a values-based approach, aligned with Brasswood Care’s values of respect, transparency, and accountability.

How Do I Leave Feedback or Make a Complaint?

You can contact Brasswood Care in any of the following ways:

Phone +61 432 919 970

Email: info@brasswoodcare.com.au

What Kind of Feedback Can I Provide?

We respect everyone’s right to raise concerns or share feedback about any aspect of our services. You can contact Brasswood Care regarding:

• A service you receive – is it meeting your needs and preferences?

• A member of staff

• How you were treated

• Something positive – what are we doing well?

• Suggestions for improvement

Your feedback helps us deliver safer, higher-quality, and more person-centred care.

How We Will Respond

When we receive your complaint or feedback, we will acknowledge it verbally or in writing as soon as possible.

• The response and resolution will depend on the nature of the issue

• We aim to resolve concerns promptly and fairly

• You will be kept informed throughout the process

• Where appropriate, we will explain actions taken to prevent the issue from happening again

If we are unable to resolve your complaint, we will explain why and discuss alternative options. If you are unhappy with the outcome, we can help you escalate the matter within Brasswood Care or refer you to an external organisation.

Please note: feedback or complaints submitted by post may take longer to acknowledge.

Is My Complaint Private?

Yes. Brasswood Care is committed to protecting your privacy and confidentiality.

• You may choose to remain anonymous

• Complaints are usually addressed at the local level

• If you are uncomfortable speaking with a particular staff member or manager, you can let us know

• Information is only shared with people who need to know to help resolve the issue

How Else Can We Help?

If you need support to make a complaint, Brasswood Care can assist you.

If you prefer not to make your complaint directly to us, we can support you to contact external organisations, including: