Policies

Our principles in relation to research

• Data collection procedures will be reviewed by a suitably knowledgeable and representative external project Advisory committee
• Data gathering undertaken by the Home Modification Information Clearinghouse (HMinfo) will be subject to Human Ethics clearance at UNSW
• Information collection will not identify individuals or services without prior permission, and information about individual schemes will not be passed on to the funding body

What we cannot do

• The Home Modification Clearinghouse team cannot make or enforce policy.
• It is the responsibility of the actual service provider, and State and Territory Building Regulators and Consumer affair agencies to develop and monitor policy implementation.
• If you have concerns about any aspect of your aged care experience (or a loved one's), it’s important you raise them.
• There are different ways to make a complaint, depending on what your concern is. If your service was funded by MyAged Care. You have the right to provide feedback or make complaints about the information, service, or care you receive from My Aged Care:

1.       First contact My Aged Care
Call My Aged Care to discuss your concerns and ask for their help. If your concern is not resolved on the call, you will be given a complaint reference number to track the progress of your complaint. Use this reference number for any future communication with My Aged Care. 

Contact options for lodging a complaint:

• Phone: 1800 200 422
• Online: Contact us tool
• Fax: 1800 728 174
• Post: My Aged Care Complaints, PO Box 1237, Runaway Bay, QLD 4216

For complaints sent online, by fax or post, you should receive an acknowledgement from My Aged Care within 10 business days, along with your complaint reference number.

2.       Not satisfied with the outcome?
If you are not satisfied with the response you receive, send an email with the details of your complaint and reference number to myagedcaresupport@healthdirect.org.au.