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Feedback, Complaints and Whistleblower Protections

Feedback helps us improve. Learn how to handle complaints and whistleblower disclosures safely and effectively.

Suncare is committed to creating an open and supportive environment where feedback and complaints are welcomed and addressed promptly. As an Associated Provider, you play a key role in helping us meet our obligations under the Aged Care Act 2024 and the Aged Care Rules 2025.

Encouraging Openness:
Create an environment where workers and customers feel safe to raise concerns or give feedback without fear of negative consequences. Accept complaints or feedback made orally or in writing, including anonymously.

Reporting and Communication:
Pass on any complaints or feedback about Suncare services (or services delivered for Suncare) through the agreed reporting channels, within agreed timeframes. Cooperate with Suncare in reviewing and resolving complaints, which may include participating in investigations or open disclosure processes.

Accessibility and Support:
Treat customers respectfully and let Suncare know if someone needs extra help—such as an interpreter, advocate, or accessible format—to raise a concern safely. Never charge a person for making or managing a complaint or giving feedback. Individuals who make complaints or provide feedback must be treated fairly and must not be disadvantaged in any way.

Whistleblower Protections:
The Aged Care Act 2024 requires Suncare to have a Whistleblower Protection Policy. If you or your staff receive a protected disclosure (a report of potential breaches of aged care law), refer it to Suncare immediately. Maintain confidentiality and ensure the person feels safe and supported. Never engage in or tolerate behaviour that disadvantages, intimidates, or penalises anyone because they are believed to have made—or may make—a protected disclosure.

Support Channels:

  • Suncare: 1800 786 227 | info@suncare.org.au
  • Aged Care Complaints Commissioner: 1800 951 822
  • Older Persons Advocacy Network (OPAN): 1800 700 600
  • Office of the Australian Information Commissioner (OAIC): 1300 363 992
  • State or Territory consumer protection agencies: www.accc.gov.au

By encouraging feedback and protecting whistleblowers, you help us build a culture of trust, transparency, and continuous improvement.