Raising a concern
If something's wrong we want to hear it. If we don't put it right, you can take it further.
How to raise it with us
Phone 1300 677 174, Monday to Friday 8am to 6pm and Saturday 9am to 1pm.
Email hello@pwcare.com.au
Post Tenancy 5, Level 1/15 Vaughan St, Essendon Fields VIC 3041, or 60 Ware Street, Fairfield NSW 2165.
You can complain yourself, or ask a family member, friend or advocate to do it for you. You can leave your name out, though it's then harder for us to reply.
Our care governance team logs every complaint in our complaints register.
What happens next
We acknowledge it
Within 2 business days, with the name of the person handling it.
We look into it
Usually we speak to you, the partner who delivered the care, and anyone else involved. Anything involving a risk to safety is escalated immediately.
We come back to you
With what we found, what we're changing, and what we can't change and why. We aim to resolve within 28 calendar days, and we'll tell you early if it'll take longer.
If you are not satisfied
Ask for an internal review by someone who wasn't involved the first time. You can go to the Commission at any point.
Your rights
Raising a concern must never lead to your care being reduced, withdrawn or changed as a consequence. You're entitled to be told what we found.
Going outside Partner with Care
You don't have to come to us first, and you don't need our agreement.
Aged Care Quality and Safety Commission
The independent aged care regulator. Complaints on 1800 951 822 or at agedcarequality.gov.au.
Older Persons Advocacy Network (OPAN)
Free, independent advocates who can raise a concern or speak for you. 1800 700 600.
My Aged Care
For assessment, funding or classification questions rather than care delivery. 1800 200 422.
Common questions
Will complaining affect my care?
No. Raising a concern must never result in your care being reduced, withdrawn or changed as a consequence. That's a requirement under the Aged Care Quality Standards, and it applies whether you complain to us or to the Commission.
Can I complain anonymously?
Yes. You can raise a concern without giving your name, though that limits what we can look into and how we reply. You can also ask someone else to complain for you.
Can I go straight to the Commission?
Yes. You don't have to raise it with us first. The Aged Care Quality and Safety Commission takes complaints from anyone at any time on 1800 951 822.
What if my complaint is about a local partner rather than about you?
Bring it to us. We're the registered provider, so we're accountable for care delivered under our registration, whichever partner delivered it.