It is the fundamental right of consumers of the services of the Aged Rights Advocacy Service (ARAS) to compliment, comment and complain about the service they have received. ARAS welcomes all feedback.
ARAS is committed to continually improving the quality of its service and to being open and responsive to any complaints from consumers, their supporters or by members of the wider community.
Consumer feedback provides valuable information on what areas need to be changed and improved. ARAS will at all times seek an outcome to a complaint which is satisfactory to all parties and commit to improve its performance when relevant.
ARAS aims to resolve any complaint within 30 days.
If you are unhappy with any aspect of our service, we encourage you to raise the issue with us. In the first instance, your complaint will be handled by our Operations Manager. Alternatively, you can have it reviewed by external agencies such as OPAN (Older Persons Advocacy Network), Tel 1800 700 600 or the Health and Community Services Complaints Commissioner, Tel 1800 232 007.
ARAS will assist you to access an interpreter at no cost to you and support your wish to be assisted by an advocate of your choice (e.g. family, friend, carer).
The Operations Manager will acknowledge your complaint, listen very carefully and ask questions in order to gain a clear understanding of your concerns. Details of your complaint will be recorded. You will be given an indication as to how long the investigation will take. It is ARAS policy to investigate all complaints promptly, thoroughly and objectively. During this process, you will be kept informed of progress and of the outcome including any remedy.
The ARAS Chief Executive and Board are kept informed of all complaints.
Please read our Consumer Compliments, Comments and Complaints policy for more information.
Please read our Code of Conduct policy.
Please see our Contact Us page to lodge a compliment, comment or complaint.
