Doncare aims to provide the highest quality service possible. You can help us do this by telling us what you think. You can make a suggestion, complaint, or provide positive feedback.

Have Your Say

When you tell us your views, we will listen to your feedback and, where appropriate and possible, make changes to improve our service. You should feel free to express your views openly and be assured that you will not be treated adversely as a result.  

What you can expect from us:

• A timely response
• No negative consequences for providing feedback
• To be treated with fairness and respect

Submit your compliment or complaint online now

Confidentiality

Any feedback received is treated confidentially and only discussed with the people directly involved. Doncare staff, volunteers, and students on placement comply with and sign a Declaration of Confidentiality. We respect the confidentiality of all information acquired in the course of our duties.

Compliments and Complaints Procedure

If you have a concern about any aspect of your contact with Doncare you are invited to raise your concern with the relevant program manager. If this does not adequately satisfy your concerns, you may refer your feedback or complaint to our Chief Executive Officer on 9856 1500 or in writing to Suite 4, Level 1, 687 Doncaster Road, Doncaster 3108. You can also email doncare@doncare.org.au.

If you are not satisfied with the response you receive from Doncare, you can also make a complaint at any time to the following external complaints officers:

Department of Families, Fairness and Housing
PHONE: 1300 475 170
WEBSITE: dffh.vic.gov.au/making-complaint

Aged Care Quality and Safety Commission
PHONE: 1800 951 822
WEBSITE: agedcarequality.gov.au/making-complaint

Advocacy

An advocate is someone who will stand alongside you and speak out on your behalf in a way that represents your best interests. If you feel you have tried all avenues available to make your issues heard at Doncare, or need some assistance to state your situation, then you would be wise to discuss your case with an advocate.

• Doncare promotes the use of an advocate if there is one needed or if a client requests to have an advocate present.
• Doncare accepts the involvement of an advocate of the client’s choice.
• Doncare is able to link you with other services that can provide you with an appropriate advocate.