If our services have not met your expectations, we encourage you to discuss your concerns with a staff member. Often situations can be improved very quickly once we are made aware of the area of concern.
If you do not think that a satisfactory resolution has been reached or you would like to lodge a complaint in writing , Complaints forms are available throughout our facilities or from staff members if or you can write a letter to the Chief Executive Officer at:
PO Box 202
Rochester VIC 3561
or by email to: rochhosp@redhs.com.au
Complaint Resolution Process
· Complaint is received
· Complaint is registered
· CEO or DCS is notified
· Interim acknowledgement advice to complainant
· Complaint investigated
· Appropriate action is taken
· Outcome is recorded
· Complainant is advised of resolution
If you feel that your complaint with REDHS has not been resolved to your satisfaction, you have the right to lodge a complaint with:
Health Services Commissioner
(Complaints and Information)
Toll Free: 1800 136 066 or write to:
30th Floor, 570 Bourke Street
Melbourne. 3000 Victoria, Australia
OR
Aged Care Complaints Investigation Scheme
Toll free: 1800 550 552 or in writing to:
C/- Department of Health and Ageing
GPO Box 9848, Melbourne VIC 3001