At Your Side, we’re committed to providing the support and services that are important to you.
Your Side encourages our clients to comment on the quality and nature of the services we provide. We value these comments as they will assist us to continually improve our service. All complaints and comments will be treated in confidence.
How we manage complaints and incidents
In line with the expectations of the Aged Care Quality and Safety Commission, and the quality standards that govern your aged care services, Your Side Australia maintains strict feedback, complaints and incident management.
We address all incidents through our incident management processes. After an incident is received and recorded, our team thoroughly review and investigate the situation. The safety, health and wellbeing of our client is the primary concern. All recorded incidents are reviewed by our team for continuous improvement, and incidents are reported and reviewed by our management and the Your Side Board.
Your Side Australia has a clear policy on Open Disclosure. This means that we will always be open and transparent about what has occurred and we will always apologise and take responsibility for errors that we may have made. Your Side Australia takes its incident management responsibilities very seriously and is always eager to receive feedback on how incidents have been managed.
If the issue is not satisfactorily resolved, please contact:
Chief Executive Officer, Danielle Ballantine Your Side Australia
Level 10, 10 Help Street
CHATSWOOD NSW 2067
Ph: 1300 134 332
If, after approaching the above people, the issue is still not resolved to your satisfaction, you may contact:
For Aged Care
Aged Care Complaints Commissioner
GPO Box 9848 SYDNEY NSW 2000
Ph: 1800 550 552
www.agedcarequality.gov.au
My Aged Care
Ph: 1800 200 422
www.myagedcare.gov.au
Seniors Rights Service
Ph: 1800 424 079
www.seniorsrightsservice.org.au
Older Persons Advocacy Network
Ph: 1800 700 600
www.opan.com.au
If you need to tell us about very serious corruption, fraud, or criminal activity you are protected by law as a whistle-blower, click here.
