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We'd love your feedback
At Benetas we are always looking for ways improve our services and we welcome your feedback. We want to know what we’re doing right for you and areas that we could improve.
If you have a compliment, complaint or suggestion, please talk to a staff member or complete our online form. We want to hear from you!
Compliments, Complaints and Suggestions
Providing great feedback
Compliments: These are things that you think we’re doing well or may be recognition of a person you work with. By telling us what you like, we can aim to continue to do these things and provide feedback to staff.
Suggestions: Your ideas on how we can improve things or do things better can help us to improve our services and ensure they meet your needs and wants.
Complaints: We want to know when you’re not happy about an experience you’ve had with Benetas. A complaint can be about a person, a service or something you have experienced.
Compliments, Complaints and Suggestions Form
Provide feedback in Languages other than English.
Feedback form in Simplified Chinese
DownloadFeedback form in Traditional Chinese
DownloadFeedback form in Croatian
DownloadFeedback form in German
DownloadFeedback form in Greek
DownloadFeedback form in Italian
DownloadFeedback form in Macedonian
DownloadFeedback form in Maltese
DownloadFeedback form in Polish
DownloadFeedback form in Russian
DownloadFeedback form in Vietnamese
DownloadWhat we will do with your feedback
- We will take your feedback seriously.
- We will treat your feedback sensitively and confidential. It will only be used by Benetas staff for communicating with you about the issue raised.
- We will keep you informed of outcomes and what we are doing as a result of your feedback if you provide us with your contact details.
- We will aim to resolve your concerns quickly and fairly. If your feedback is a complaint, we will contact you within two business days to advise you of our processes and if you are seeking a response this will be provided within twenty-one (21) business days.
- Will we maintain your anonymity at your request.
- We will ensure that your services are not compromised as a result of you expressing your concerns.
You said, We did...
We get great feedback from our customers. Here are some examples where we have listened to you, and how we responded.
About your Feedback
Some other ways you can provide us with your feedback
In Person:
Speak with one of our local staff or your Benetas service manager.
Email
Send an email to your Benetas service manager or via qualityhelpdesk@benetas.com.au
In writing
Write to us or complete the attached Feedback Form. Once completed, you can either:
- Place it in the Feedback Box at any Benetas facility or office
- Return it to staff or the manager at your Benetas facility or service
- Or post it to: Benetas Reply Paid 5093 Glenferrie South VIC 3122
Contacting our CEO
Should you need to contact the Benetas CEO, please phone Benetas’ Support Office on 03 8823 7900 or email info@benetas.com.au
If you need advocacy services
Call the National Aged Care Advocacy Line on 1800 700 600 (free call) or Aged and Community Care Information Line on 1800 500 853 (free call).
If you would like another person to speak on your behalf, you can use your family, friends, carers or an advocacy service such as:
Aged Care
Older Persons Advocacy Network 1800 700 600 or opan.com.au
Aged Care, Disability, Health, NDIS
Office of the Public Advocate 1300 309 337 or publicadvocate.vic.gov.au
Disability, NDIS
Victorian Advocacy League for Individuals with Disability (VALID) call 03 9416 4003 or valid.org.au
If you need an interpreter
Please call us and we will arrange the Translating and Interpreting Service (TIS). Alternatively, you can call the TIS directly on 131 450. Your feedback will remain confidential.
Important: if you feel a Benetas client is at risk please raise this immediately with the manager of that service or contact our Support Office on (03) 8823 7900.
If you need more help with your feedback
Other agencies that can help if you have a complaint
If you are not happy with the way we have responded to your complaint, you can escalate it to an external agency. Their services are free, confidential and impartial.
If you are not happy with our services please contact us. If you remain dissatisfied with our response you may choose to contact the following agencies for assistance. Their services are free, confidential and impartial.
Aged Care
- Aged Care Quality and Safety Commission. Call: 1800 951 822 or mail GPO Box 9819 VIC
Aged Care, Disability, Health, NDIS
- Ombudsman Commonwealth call: 1300 362 072 or mail GPO Box 442 Canberra ACT 2601
- Victorian Ombudsman (03) 9613 6222 Level 2, 570 Bourke St Melbourne VIC 3000
Disability, NDIS
- Administrative Appeals Tribunal: 1800 228 333 or visit generalreviews@aat.gov.au
- NDIS Quality and Safeguards Commission: phone 1800 035 444 or email contactcentre@ndiscommission.gov.au or mail PO Box 210 Penrith NSW 2750
Health
- Health Complaints Commissioner 1300 582 113 or mail Level 26, 570 Bourke Street Melbourne, Vic. 3000
Privacy
- Office of Victorian Information Commissioner 1300 666 444, email enquiries@ovic.vic.gov.au or mail PO Box 24274 Melbourne VIC 3001
- Office of Australian Information Commissioner 1300 363 992, email enquiries@oaic.gov.au or mail GPO Box 5218 Sydney NSW 2001
- Health Complaints Commissioner 1300 582 113 or mail Level 26, 570 Bourke Street Melbourne, Vic. 3000
If you have concerns about elder abuse
Please talk to one of our team immediately. You can also call the national 1800 ELDERHelp (1800 353 374) line (freecall) to talk to someone about potential or actual elder abuse.
If you’d like information about your rights
Call Senior Rights Victoria 1300 368 821 or visit seniorsrights.org.au
If you need advocacy services
Call the National Aged Care Advocacy Line on 1800 700 600 (free call) or Aged and Community Care Information Line on 1800 500 853 (free call).
If you would like another person to speak on your behalf, you can use your family, friends, carers or an advocacy service such as:
Aged Care
Older Persons Advocacy Network 1800 700 600 or opan.com.au
Aged Care, Disability, Health, NDIS
Office of the Public Advocate 1300 309 337 or publicadvocate.vic.gov.au
Disability, NDIS
Victorian Advocacy League for Individuals with Disability (VALID) call 03 9416 4003 or valid.org.au
We're here to help in any way, give us a call for some free advice