Your Feedback Matters 

At Omnicare Alliance, we are committed to providing the highest quality care and support to our clients. We believe that feedback from clients, families, and stakeholders is invaluable in helping us improve our services. Whether it’s a compliment, suggestion, or complaint, your voice plays a crucial role in ensuring that we continue to meet the needs of those we support. 

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How to Provide Feedback or Make a Complaint 

We strive to make providing feedback as easy and accessible as possible. You can share your feedback in the following ways: 

• Verbally – Speak directly with any Omnicare staff member or volunteer. 

• In Writing – Complete a feedback form, available at all Omnicare sites. 

• By Phone – Call our main office and share your feedback with a team member. 

• Anonymously – If preferred, you can submit feedback without providing your name or contact details. 

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If you need assistance in providing feedback, any Omnicare staff member or volunteer can help you. 

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How We Handle Your Feedback 

Omnicare is dedicated to ensuring that all feedback and complaints are managed promptly, fairly, and transparently. Our process includes the following steps: 

• Acknowledgment: We will acknowledge receipt of your feedback within 48 hours. 

• Review & Action: The relevant service stream head will assess the feedback, clarify details if needed, and determine necessary actions. 

• Resolution: Where possible, we aim to resolve complaints within 5 business days. 

• Continuous Improvement: All feedback is documented in our Continuous Improvement Register, ensuring that issues are addressed, and positive changes are implemented. 

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We take all concerns seriously and strive to resolve complaints efficiently while keeping you informed throughout the process. If further investigation is needed, we will communicate expected timeframes and next steps. 

 

Confidentiality & Support 

We handle all feedback and complaints with confidentiality, sensitivity, and impartiality. You can feel safe knowing that providing feedback will not result in any form of discrimination or negative consequences. We are committed to creating a supportive environment where everyone can share their experiences freely. 

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Your Rights & External Complaint Avenues 

Omnicare is dedicated to ensuring that all clients understand their rights when providing feedback. If you are dissatisfied with the outcome of a complaint or prefer to escalate your concerns externally, you may contact the following independent bodies: 

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• NDIS Quality and Safeguards Commission – 1800 035 544 

Complaints | NDIS Quality and Safeguards Commission 

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• Aged Care Quality and Safety Commission – 1800 951 822 

Make a complaint | Aged Care Quality and Safety Commission 

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• Ageing and Disability Commission – 1800 628 221 

Submit an online report 

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Clients also have the right to access advocacy services for additional support when raising concerns. 

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Our Commitment to You 

Omnicare is dedicated to handling feedback fairly, transparently, and efficiently to enhance the quality of our services. Your feedback helps us create a better experience for everyone. We appreciate your time in sharing your thoughts and encourage ongoing communication to help us support you in the best way possible.