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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!

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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.

Online form You said, we did
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Compliments, Complaints and Suggestions Form

Your details

Contact details

Your privacy is important to us. By submitting this form, you consent to Benetas collecting, holding and using the information above in accordance with our Privacy Policy.

 

Provide feedback in Languages other than English.

Feedback form in Simplified Chinese

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Feedback form in Traditional Chinese

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Feedback form in Croatian

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Feedback form in German

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Feedback form in Greek

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Feedback form in Italian

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Feedback form in Macedonian

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Feedback form in Maltese

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Feedback form in Polish

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Feedback form in Russian

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Feedback form in Vietnamese

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What 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.

You said, we did Online Feedback Form
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About your Feedback

Some other ways you can provide us with your feedback

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In Person:
Speak with one of our local staff or your Benetas service manager.

By Phone
Contact the manager of your Benetas service by phone or call the Benetas Customer Centre on 1300 26 63 82 (free call).

Email
Send an email to your Benetas service manager or via info@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

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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

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Please call us directly and we will arrange the Translating and Interpreting Service (TIS). Alternatively, you can call the TIS directly on 131 450 and ask them to put you through to the Benetas Customer Centre on 1300 23 63 82. 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

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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

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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

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Call Senior Rights Victoria 1300 368 821 or visit seniorsrights.org.au

If you need advocacy services

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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

Call us on 1300 23 63 82 and talk to our support team