Feedback
GVI welcomes feedback from all residents, their families, representatives, members of the workforce, and other key stakeholders and takes all complaints or concerns that may be raised seriously.
What is a Complaint?
A complaint is an expression of dissatisfaction made to GVI related to our services or operations or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
GVI's Commitment
GVI is committed to handling complaints effectively and efficiently. Regular analysis of complaints received and the implementation of rectification action where deficiencies are identified are key to the organisation's commitment. Our internal complaints handling process are available at no cost.
How Do I Make a Complaint?
We ask that, where appropriate, you first raise the matter directly with a member of our workforce.
If you have been unable to resolve a matter informally or simply wish to make a formal complaint, you can do so by any of the following means:
Sending an email to enquiries@geegeelup.com.au.
Writing a letter to GVI addressed to "The General Manager".
Telephoning GVI and asking to speak to the General Manager.
All formal complaints will be logged into our online complaints management system and managed in accordance with our Complaints Handling Program.
You may also file a complaint with the Aged Care Quality and Safety Commission, which provides a free service for anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving Australian Government-funded aged care. The contact details for the Commission are as follows:
Email: info@agedcarequality.gov.au
Call: 1800 951 822 (free call) and ask to provide feedback on an aged care service
Website: https://www.agedcarequality.gov.au/making-complaint