Aged Care Complaints and Feedback Policy 

Information for Suncare Customers and supporters, Staff and others 

1. If you have a concern or Complaint Suncare and/or the care and services we provide, we encourage you to make a Complaint or give Feedback. 
   
   
2. If you have a Complaint or Feedback about Suncare or the care and services we provide, you can raise it in the way that feels most comfortable to you. Customer and supporters can contact Suncare directly, talk to your Care Partner, or provide your Complaint or Feedback to any of our Aged care workers or Responsible persons.  
   
   
3. Your feedback can be provided verbally, in writing, or anonymously. There is no fee to make a complaint or provide feedback. You can withdraw your Complaint or Feedback at any time during this process. 
   
   
4. We will take appropriate action as soon as practicable to transparently resolve each issue raised in your Complaint or Feedback in accordance with our Complaints and Feedback management system.  This may include: acknowledging and if needed, investigating your Complaint or Feedback.  Where necessary, this may include discussing it with you and/or anyone else involved; except for anonymous Complaints, keeping you involved and informed in an appropriate way of the progress, outcome and resolution of your matter; and reviewing our policies, practices and procedures in light of the Complaint or Feedback. 
   
   
5. We will assess whether your concern qualifies as a Protected disclosure, attracting Whistleblower protections under the Aged Care Act 2024.  If your Complaint or Feedback qualifies as a Protected disclosure, we will treat it under Suncare’s Aged Care Whistleblower Protection policy unless you elect to have it treated as a Complaint or Feedback, in which case it will be dealt with in accordance with our Complaints and Feedback Management procedure.  
   
   
6. We will take a resolution approach to addressing your concern that: is consistent with the Statement of Rights; is appropriate given the nature of the issue; is centred around each person directly affected by the issue; seeks to address the issue as raised in the Complaint; and will contribute to continuous improvement. 
   
   
7. We encourage and support any person to make or withdraw a Complaint or Feedback about our delivery of services without reprisal.  We will take reasonable steps to ensure that you are not adversely affected as a result of making the Complaint or Feedback and that you do not suffer any victimisation or discrimination from sharing your concern.  We will ensure procedural fairness to you and any person against whom the Complaint is made. 
   
   
8. Any information that you provided in a Complaint or Feedback will be kept confidential and only disclosed if required by law or is otherwise appropriate in the circumstances.  
   
   
9. We will maintain an open disclosure process in relation to the subject matter of the concern and if things go wrong in managing or resolving the concern. 
   
   
10. You may also choose to make a Complaint or Feedback about Suncare and/or the care and services we provide to the Complaints Commissioner.  You may do this orally or in writing, anonymously if you choose.  We will provide appropriate support and assistance to you (including access to advocates and language services) in relation to contacting the Complaints Commissioner. 
    
    
11. Independent aged care advocates may be able to assist including with making a new complaint to the Complaints Commissioner.  

Contact Information 

If you have a Complaint or Feedback about Suncare or the care and services we provide, we encourage you to contact us first. We will work together with you, and others whom you wish to be involved in the process, to resolve your concern quickly and fairly. 

You can: 

• Speak directly with your Care Partner or any Suncare staff member you feel comfortable with, or 

• Contact Suncare via: 

• • Phone: 1800 786 227 

• • Email: info@suncare.org.au 

• • Online: www.suncare.org.au (link Customer Feedback Form) 

• • Mail: PO Box 1896, Sunshine Plaza, Maroochydore QLD 4558 

• Involve your registered supporter or authorised representative to raise a complaint or provide feedback on your behalf. 

• Ask someone you trust (such as a family member, friend, or independent advocate) to make a complaint for you. 

You are also entitled to seek support from independent services or raise your complaint externally at any time, including by contacting: 

• Aged Care Quality and Safety Commission – Complaints Commissioner – for concerns about the quality or safety of aged care services. 

• Older Persons Advocacy Network (OPAN)– for free, independent, and confidential aged care advocacy and support. 

• Department of Health and Aged Care– for general information about aged care rights and responsibilities. 

• Police (000) – for urgent or serious matters that pose a risk to safety or wellbeing. 

• Office of the Australian Information Commissioner (OAIC)– for privacy or data-related complaints. 

• State or Territory consumer protection agencies - Visit www.accc.gov.au  for contact details. 

If you wish to report a Protected disclosure or seek information about whistleblower protections under the Aged Care Act 2024, you can contact Suncare’s Integrity Officer: 

Issued: 01 November 2025