Complaints and feedback

If something is wrong, we want to be the first to know.

Old friends tell each other the truth. Complaints are how we keep our promises honest, and raising one will never affect your care.

Talk to us first, if you are comfortable

1. Your Care Lead. One call to a person who knows you. Most concerns are fixed here, quickly.
2. Aldera directly. Call 1300 998 928 or email hello@aldera.com.au and ask for the manager on duty. We acknowledge every complaint within one business day and tell you exactly what happens next.

You can complain anonymously, or through a family member, advocate or interpreter. None of it changes how we care for you.

You can always go to the Commission

You do not need our permission, and you do not need to talk to us first. The Aged Care Quality and Safety Commission handles complaints about aged care providers, free and confidentially:

Phone: 1800 951 822 (free call)
Online: agedcarequality.gov.au

The Older Persons Advocacy Network can also support you, free: 1800 700 600 or opan.org.au.

Feedback that is not a complaint

Told us something we should keep doing? A carer who went above and beyond? We pass every piece of praise to the person it belongs to, and it matters more to them than you might think. Same number: 1300 998 928.