We welcome your views and use them to improve our services. Customer feedback is valuable in helping us to understand your expectations of the care and services you receive, and in identifying service improvements we can make. We also welcome feedback from Volunteers and other stakeholders. You can provide your feedback anonymously if you prefer.
Feedback can include compliments, suggestions and complaints. We welcome them all. There are several ways you can provide feedback to BASScare:
Speak with us directly - We would encourage you to discuss any of your comments and concerns with a staff member.
Feedback Forms - Each of our sites provides feedback forms, which are readily available at the reception. Once completed, simply place them in the feedback boxes located onsite. Our reception team can assist you in locating the feedback box.
Via Email or Phone - You can also send us your feedback via email - feedback@basscare.org.au. We will ensure your message is directed to the appropriate team for prompt attention.
Online Feedback Submission - Follow the link to provide your feedback.
Once we receive your feedback here’s what you can expect:
Acknowledgement - We will acknowledge receipt of your feedback within two (2) business days.
Assessment and Action - We will review and assess your feedback carefully. We look to see if there are opportunities for improvement. Depending on the nature of your feedback, and if you have provided your name and contact details, we may contact you for further details or clarification.
Resolution - We aim to resolve matters promptly, keeping you informed throughout the process.
Continuous Improvement – Your feedback may lead to immediate changes or inform our future policies. It helps us to provide high-quality innovative person-centred care services that empower our clients to live their best lives.
If you are not satisfied with our response, you can escalate your concerns to external agencies such as the Aged Care Quality and Safety Commission or other relevant authorities.
Your feedback helps us achieve that mission. Together, we can continue to build vibrant and caring communities where all residents feel heard, respected, and valued.
