We want to hear from you
At The Willows, your voice matters. Whether it is a suggestion, a compliment or a concern, we welcome your feedback. It helps us keep improving and makes sure you feel safe, heard and respected. You will never be treated differently for speaking up.
Tell us in the way that feels easiest for you
There is no wrong way to reach us. Pick whichever of these suits you best, and a member of the family will take it from there.
Talk to us in person
Speak with any staff member, the nurse in charge, or the Facility Manager.
Feedback and complaint forms
Available throughout the home. Write a note and pop it in the feedback box.
Ask someone you trust
A family member, friend or advocate can speak on your behalf.
Stay anonymous
Submit a complaint anonymously if you would prefer not to give your name.
Escalating a concern
If you feel your concern has not been resolved, you can contact the Aged Care Quality and Safety Commission. They are an independent body and your complaint can be made in confidence.
Come and see for yourself.
The kettle’s on.
Choosing a home for a parent is a big, often sudden decision. Leave your details and we will be in touch to arrange a visit, walk you through the government fees so they are easy to understand, and answer every question – no pressure, no rush.
Someone from our family will call you to arrange a time to visit. The kettle’s on.