Feedback & Concerns
At Japara, we take every opportunity to improve the services we provide in our homes. Your suggestions, ideas or other feedback are important and we encourage you to share them with us. If you have any issues or queries about the care and service provided to a relative or friend, please tell us. Our staff are here to listen to you and are committed to dealing with your feedback and addressing any queries, concerns and complaints.
What to do if you have a query, concern or complaint
Contact the Home Manager of the relevant Japara home as they are likely best placed to deal with your issue quickly and efficiently. The Home Manager will investigate your issue and provide ongoing feedback, when required, until the matter is resolved.
If the Home Manager is unable to resolve your issue, or you are unhappy with the outcome, please contact the Japara Support Office via our online feedback form or call 1800 52 72 72.
Our support team will then escalate your concerns to an appropriate alternative person within Japara.
If you need support in raising a concern or complaint or understanding the process
First, contact the Home Manager of the relevant Japara home who can provide support such as language services. If you need further support in raising your concern or complaint or with understanding the process, there are external advocacy services available to assist you.
The Older Persons Advocacy Network (OPAN) supports residents and their families and representatives to effectively access and interact with Commonwealth funded aged care services and have their rights protected. OPAN is funded by the Australian Government to deliver the National Aged Care Advocacy Program (NACAP).
If you don’t feel comfortable raising a concern or complaint with a Home Manager
Japara has engaged an independent whistleblowing service called “Your Call” for reporting dishonest, unsafe or inappropriate practices by telephone and online (including anonymously). Details of reported matters are initially handled externally by Your Call before being referred to Japara’s senior management for attention and investigation.
Accessing “Your Call”
Please call 1800 940 379 and quote Japara’s organisation ID: JHC
This telephone service is available from 9am to 12am mid-night (AEST) Mon – Fri, excluding public holidays.
Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commissions is an independent, Federal Government body and is the primary point of contact for consumers and providers in relation to quality and safety within aged care.
If you would prefer to report your concerns or a complaint externally, you can do so directly to the Aged Care Quality and Safety Commission by calling 1800 951 822 or visiting https://www.agedcarequality.gov.au/
Privacy and privacy concerns
If you have any concerns regarding privacy, please let us know by contacting the Home Manager of the relevant Japara home. Alternatively, contact our Group Privacy Officer (preferably in writing) as follows:
Mail: Group Privacy Officer
Japara Healthcare Limited
PO Box 16082, Collins Street West VIC 8007
Phone: (03) 9649 2100