Feedback & Complaints

Newcastle Meals on Wheels is committed to continual quality improvement. We are always looking for ways to improve our service and welcome any feedback- positive or negative, in order to assist. You have the right to make a complaint about any aspect of the care an services you receive from us without the fear of retribution.

If you have any comments, complaints, feedback or suggestions to improve our service- please speak to your Branch Coordinator. If you are not satisfied with the Coordinator’s response or unable to provide feedback to the Coordinator- please contact head office on 49577097 or 3/6 Revelation Close Tighes Hill 2297 to speak to Branch & Service Manager Shane or General Manager Damien.

If you are still not satisfied with the response, you have the right to contact the following, You can complain anonymously, confidentially or openly:

Age Care Quality and Safety Commission: 1800 951 822

GPO Box 9819, Sydney 2001 or online via: https://www.agedcarequality.gov.au/making-complaint/lodge-complaint

ElderAbuse: 1800 628221

Under 65 (or under 50 for Aboriginal or Torres Strait Island People) and have a disability. Contact either the:

NDIS: 1800 035 544 https://www.ndiscommission.gov.au/about/complaints

Incidents

In addition to managing all incidents, NMOW is required to report serious incidents involving aged care clients to the Serious Incident Response Scheme (SIRS) and NDIS recipients to the NDIS Quality & Safety Commission. This reporting includes incidents that occur, or are alleged or suspected to have occurred.

Action taken in response to a report of an incident involving a client of NMOW:

· Removing clients from harm and reducing or addressing the impact on others involved

· Contacting and meeting with clients to discuss and explain the response to prevent it happening again

· Identification and immediate internal reporting of the allegation, suspicion or witnessed incident, with appropriate escalation to senior staff

· Documenting the incident

· Investigation of the incident by NMoW if warranted

· Reporting to external authorities within statutory timeframes, including the Serious Incident Response Scheme or NDIS Quality and Safety Commission and, if required, the Police.

For more information on our response to a serious incident, please contact head office on 49577097