Feedback - RSL Care SA

Help us improve our care services

RSL Care SA staff are committed to providing safe, professional, high-quality care services.

You may be satisfied with the way we provide a particular service, or you may have a concern. We would like to hear your suggestions or comments on any issues that impact you.

Your feedback will help us to know what we are doing well in those areas that need improving.

This is a key component of our commitment to continuous quality improvement.

If you have any concerns

Please speak to an RSL Care SA staff member first to see if the issue can be resolved straight away. Please remember that in most instances complaints can be resolved promptly simply by talking to staff. You may also approach the manager and they will do all they can to resolve the matter to your satisfaction.

You may seek independent advice from external advocates such as:

Aged Rights Advocacy Service
Ph: 08 8232 5377 or 1800 700 600
www.sa.agedrights.asn.au

Aged Care Complaints Commissioner
Ph: 1800 550 552

At RSL Care SA, your voice matters. We encourage residents, families, and visitors to share feedback – whether it’s a compliment, suggestion, or concern. Your input helps us improve and ensures we provide the best possible care.

COMPLAINTS AND FEEDBACK PROCEDURE IN AGED CARE

If you are unhappy with any service, please let us know.
You can raise your concern with the staff member involved, or if you prefer, speak to the Residential Care Manager.
If your concern involves the Residential Care Manager, you can contact the Chief Operations Officer directly.
You may use an advocate to assist you at any stage.
If the issue is not resolved, you can submit a written complaint to: Chief Operations Officer, RSL Care SA, 55 Ferguson Ave, Myrtle Bank SA 5064 or email enquiries@rslcaresa.com.au
If you remain dissatisfied, you can contact external bodies such as the Aged Care Quality and Safety Commission or the Aged Rights Advocacy Service. We can help you with this.
All complaints are treated confidentially and will not affect your care.

We practice open disclosure, meaning if harm could have or did occur, we will have an open and honest discussion with you and share all relevant information. This helps us learn and prevent future incidents.

More About Feedback

We will respond as soon as possible and inform you of how we are acting on your feedback. All information related to your feedback will be treated confidentially, with respect and sensitivity. We will work with you to find the best way to respond to your feedback.