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Compliments, Complaints and Feedback

RSL LifeCare is committed to promoting a culture that values complaints and their effective resolution.

Complaints are considered a valuable resource for the continuous improvement of the organisations products, care and services and its systems. Complaints are encouraged by making it easy for people to voice their concerns to us. All people are treated with respect and assisted with their complaint as needed. It is expected that all RSL LifeCare team members support the complaints handling system and promote that everybody has the right to make a complaint.

Complaint Handling and Resolution is a structured process that facilitates the handling and resolution of a complaint. The Complaint Handling and Resolution Policy applies to all RSL LifeCare employees in the handling and resolution of complaints. It is emphasised to staff, residents and the public that the focus of complaint handling is on fixing issues and improving systems, not apportioning blame.

Internal Staff Grievances are not within the scope of the Complaints Handling and Resolution Policy.