We want your feedback
We value your feedback – including compliments, concerns, complaints and suggestions. We view this as an opportunity to improve our services.
We are committed to enhancing the care and services we provide, and your input plays an essential role in this process.
Your feedback helps us understand how we’re performing and where we can make improvements.
Please take a moment to complete this form with your comments, as we truly value your thoughts and opinions.
Ibis Care’s Feedback Form is also available in other languages – click here.
Complaints Mechanisms
We would appreciate it if you first raise your
concern with us directly. If you do not feel
comfortable raising a concern directly with us
or are not satisfied with how your concerns are
dealt with, assistance is available.
Older Persons Advocacy Network
A free confidential service promoting
the rights of aged care recipients.
Visit www.opan.com.au or call them on 1800 700 600.
Aged Care Quality and Safety Commission
A free confidential service for anyone to raise
a complaint about Australian Government
subsidised aged care.
What to Expect
If you have feedback, we will respond to it promptly and sensitively. We will treat your complaint in confidence and respect your privacy. We will investigate your concern to understand what happened and why and to find ways to prevent it from happening again.
We will work with you to assess how best to resolve your feedback.
Please consider the outcome you would like and we will strive to provide it. We will keep you informed about the progress of your concern along the way.
Help us Improve our Service
We appreciate you taking time to let us know what you think we do well and where we can improve our services. We want to hear from you about how we’re doing.
Whistleblower Disclosures - Aged Care Act 2024
What is Whistleblowing under the Aged Care Act?
The Aged Care Act gives protections to anyone who makes whistleblower disclosures concerning any actual or suspected breaches of the Aged Care Act. This is designed for disclosures of more serious issues concerning breaches of the Aged Care Act. These protections ensure you can speak up without fear of victimisation or civil, criminal or administrative liability.
Note: Personal work-related grievances (e.g. interpersonal conflict, management decisions, pay disputes, perceived misconduct such as bullying or discrimination) are not covered under this regime. These should instead be raised through Ibis Care’s internal employee grievances processes.
Who can make Aged Care Act whistleblower disclosures?
Anyone (including residents, families, supporters, workers, or advocates) who has reasonable grounds to suspect a breach of the Aged Care Act can make a disclosure.
How to do I make as Aged Care Act whistleblower disclosure?
There are several ways you can make an Aged Care Act whistleblower disclosure:
1. Use our feedback form – you can complete a feedback form in our homes or via online feedback form. Please note that you would like to make an Aged Care Act whistleblower disclosure on the form.
2. Contact your Residential Aged Care General Manager – you can arrange to meet with the General Manager at the home, either in person or by phone.
3. Contact our Whistleblower Hotline – Whistleblower disclosures may also be made to Ibis Care through Ibis Care’s Hotline. This is an independently run service which can be used anonymously to raise concerns or suspected breaches of aged care law. A report to Ibis Care’s Hotline can be made using one of the following options:
• Email: makeareport@stopline.com.au • Call: 1300 30 45 50
• Website: https://makeareport.stopline.com.au/portal/landing/ibiscare
• Post: Attn: Ibis Care, c/o Stopline Pty Ltd, PO Box 403, Diamond Creek, Vic 3089
You can also make an Aged Care Act whistleblower disclosure directly to external bodies such as the Aged Care Quality and Safety Commission (ACQSC), the Department of Health, Disability and Ageing, the police, or an independent aged care advocate.
You can choose to make a whistleblower report anonymously. However, please be aware that doing so may limit our ability to fully investigate and resolve the matter, and we won’t be able to share the outcome with you directly.
For more information about Aged Care Act whistleblower disclosures, please refer to Ibis Care’s Whistleblowing Policies found here:
Whistleblower Disclosures - Corporations Act 2001
What is Whistleblowing under Corporations Act?
In addition to the Aged Care Act whistleblower protections, the Corporations Act 2001 (Cth) (Corporations Act) also provides a separate whistleblower regime. This regime offers legal protections to eligible individuals who report serious misconduct, including financial irregularities, fraudulent activity, or other significant wrongdoing related to company operations.
These protections are designed to ensure whistleblowers can raise concerns safely and confidentially, without fear of retaliation or legal consequences.
Note: Personal work-related grievances (e.g. interpersonal conflict, management decisions, pay disputes, perceived misconduct such as bullying or discrimination) are not covered under this regime. These should instead be raised through Ibis Care’s internal employee grievances processes.
For more information about whistleblower disclosures under the Corporations Act, (including who can make a disclosure and what qualifies as a protected disclosure), please refer to Ibis Care’s Whistleblowing Corporations Act Policy
How to do I make a Corporations Act whistleblower disclosure?
You can make Corporations Act whistleblower disclosures using Ibis Care’s Hotline. This is a free, confidential and independently run service which can be used anonymously to report serious misconduct. A disclosure to Ibis Care can be made using one of the following options:
Contact our Whistleblower Hotline – Whistleblower disclosures may also be made to Ibis Care through Ibis Care’s Hotline. This is an independently run service which can be used anonymously to raise concerns or suspected breaches of aged care law. A report to Ibis Care’s Hotline can be made using one of the following options:
• Email: makeareport@stopline.com.au
• Call: 1300 30 45 50
• Website: https://makeareport.stopline.com.au/portal/landing/ibiscare
• Post: Attn: Ibis Care, c/o Stopline Pty Ltd, PO Box 403, Diamond Creek, Vic 3089
You can also make Corporations Act whistleblower disclosures directly to external bodies such as the Australian Securities and Investments Commission (ASIC), Australian Prudential Regulation Authority (APRA), Australian Federal Police (AFP) and your legal adviser (for confidential legal advice)
You can choose to make a whistleblower disclosure anonymously. However, please be aware that doing so may limit our ability to fully investigate and resolve the matter, and we won’t be able to share the outcome with you directly.
Let's Talk
You are welcome to speak to our staff or management directly if you have any concerns or questions about the quality of care provided by our service. Alternatively, you can book a family conference and we will bring all the relevant team members together to meet with you to discuss and resolve your concerns. Another option for providing feedback is to complete the feedback form either online or in writing onsite. Simply ask the Receptionist for a copy of the form.
