Feedback

 

Your feedback helps us to deliver better services.

ac.care understands you may find making a complaint difficult and sometimes it takes a lot of courage. It is important we do hear from you, because:

  • we value your opinion and want to find good solutions
  • complaints are a good opportunity to resolve your concerns
  • complaints or concerns can help us change the way we work with you.
How do I give feedback, complain or raise a concern?
  • Please let us know as soon as possible after a problem occurs.
  • Help us to better understand your feedback with clear and correct information.
  • Think about what you would like done to improve or put things right.
Who can I talk to?

1. It is best to provide feedback or raise the concern with the relevant staff member first.

2. If you are not satisfied with the outcome, you can speak to the line manager of the staff member.

3. If you are still not satisfied, you can make a formal complaint:

  • In person at any ac.care office or community centre (see back page). Staff can assist you with the process for making a complaint/concern
  • In writing addressed to:
    ac.care
    PO Box 184
    Mount Gambier SA 5290
  • By email: feedback@accare.org.au
  • Download a ‘Formal Complaint’ form (below)

For more information about the process of submitting a formal complaint, download the ‘client feedback and complaints’ flyer (below).

Download Flyers and Forms

ac.care Client Feedback and Complaints Flyer (PDF)

ac.care Formal Complaint Form (Word)

ac.care Formal Complaint Form (Fillable PDF)

Code of conduct

 

At ac.care, we have a Code of Conduct which is a set of rules telling our staff what behaviour is and is not okay. This video is to tell you a bit more about what you, as an ac.care client, can expect from us.

Our code of conduct has a lot of information, including

  • Using ac.care’s equipment like phones, computers and cars,
  • Having safe and respectful relationships with clients,
  • Using social media,
  •  Working respectfully with Aboriginal and Torres Strait Islander people,
  • Keeping ourselves and others safe in the workplace,
  • Letting someone know if another staff member or volunteer is not following the Code of Conduct
  • Keeping our clients’ information confidential, and
  • How to work safely with children and young people.

It’s important to us that children and young people who are our clients can be safe and feel safe, and we want you to understand your rights. There are rules about how our staff are with children and young people. ac.care staff and volunteers are not allowed to:

  • Meet with you outside of work time, either in person or online
  • Have any kind of sexual contact with you
  • Take photos of you without their consent
  • Take photos of you on their personal device
  • Ask you to keep a relationship secret
  • Do anything to physically hurt you
  • Physically restrain you (this means hold you and stop you from moving) unless they need to do this to make sure that you don’t hurt yourself or someone else

If staff don’t follow our Code of Conduct, ac.care needs to know about it. If you think a staff member hasn’t followed these rules, you can make a complaint.

If you’d like to see the Code of Conduct, you can ask anybody who works at ac.care to give you a copy. If you need help understanding it, they can read through it with you, and explain anything that you find a bit confusing.

Provide General Feedback

Provide general feedback

If you choose not to that is okay, but it will mean it will be harder for us to work out what happened and we will be unable to contact you to discuss the outcome
We’ll get back to you within 14 days to let you know what’s happening with your feedback/complaint.
Please provide an email address and/or a phone number.
If you don’t have an email address or phone number, is there another way we can reach you? (e.g. you might pass on a friends number and we can give them a message for you, or you could give us your address and we’ll write you a letter)

Make a complaint

Make a complaint

ac.care Locations

ac.care is a dynamic organisation servicing the South Australian communities the Limestone Coast, Murraylands, Riverland, Adelaide Hills and Fleurieu Peninsula.

Our mission is for all country people to have a safe home, enough money to live on and strong, positive relationships.

Please find our service locations here or use our contact form to request a service.

Mount Gambier
Head office and Foster Care

70-72 White Avenue Mount Gambier, SA 5290
PO Box 1842 Mount Gambier SA 5290
Monday to Friday 9am to 5pm

Mount Gambier
Community Centre

22-24 Ferrers Street Mount Gambier, SA 5290
Monday to Friday 9am to 5pm

Mount Gambier
Family Relationship Centre

1 Helen Street (cnr Bay Road) Mount Gambier, SA 5290
Monday
9am to 5pm
Tuesday
10:30am to 5pm
Wednesday
9am to 5pm
Thursday
9am to 5pm
Later by appt
Friday
9am to 5pm

Berri Community Centre
Servicing the Riverland

5 Kealley Street Street Berri, SA 5343
PO Box 1345 Berri, SA 5343
Monday to Friday 9am to 5pm

Murraylands Centre
Servicing the Murraylands, Adelaide Hills and Fleurieu Peninsula

29 Bridge Street Murray Bridge, SA 5253
PO Box 2090 Murray Bridge, SA 5253
Monday to Friday 9am to 4pm

Millicent
Community Centre

57-59 George Street Millicent, SA 5280
PO Box 378 Millicent, SA 5280
Monday to Friday 9am to 4pm
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