Frequently Asked Questions

We value your feedback and want to resolve any concerns quickly. Anyone can give feedback or make a complaint.
You can:

• Speak to your care team directly
• Submit feedback online
• Contact our Patient Experience team
• Reach out to an independent advocate via the Older Persons Advocacy Network (OPAN)

Find out more:

• Aged Care Qulity and Safety Commission
• Older Persons Advocacy Network (OPAN)
  • Phone: 1800 700 600
  • Available in 25 languages

You can also make a complaint via the following pathways Making a complaint about aged care services.

When you receive aged care services from Alfred Health, you’ll receive a Service Agreement that explains:

• What care and services you’ll receive
• How and when services will be delivered
• Any fees or contributions
• Your rights and responsibilities

You’ll have the chance to review your agreement and ask questions before signing.

We only collect the information needed to deliver your care safely and effectively.

Your details are kept secure and shared only with the people and organisations involved in your care.

What happens to information about me?

We comply with both the Privacy Act 1988 and the Aged Care Act 2024.

You have the right to make your own decisions wherever possible.

If you’d like support, we can work with your nominated supporter, carer or an independent advocate.

Learn about Supported Decision Making