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Compliments, Complaints and Feedback

RSL LifeCare (RSLLC) 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 RSLLC staff 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.

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Level 5, 120 Pacific Hwy,
St Leonards,
NSW 2065,
Australia

Phone: 1300 232 564

National Relay Sevice

If you are deaf, or have a hearing or speech impairment you can contact us through the National Relay Service. Just click here, select the appropriate phone number and given them our name and number – RSL LifeCare At Home 1300 853 146.

For more information about the National Relay Service click here to visit the website.

Translating & Interpreting Service

If you require the assistance of a translator you can contact us through the Translating and Interpreting Service (TIS National) on 131 450.

Alternatively you can call us on 1300 853 146 (8am – 5pm weekdays) and we will organise an interpreter to assist in communicating with you.

To find out more call TIS National on 131 450 or click here to visit the website.

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