Feedback & Complaints
Wintringham appreciate knowing what’s working and what isn’t working quite so well for you.
We openly invite your feedback or complaints to make sure you are able to experience the best care and support possible!
How you can provide feedback or make a complaint at Wintringham
Speak to your Wintringham worker first. If you feel that your concerns or suggestions have not been properly acted on, please speak to a Wintringham Manager.
See our:
Complaint System Flowchart - Clients
Complaint System Flowchart - Wintringham Housing Residents
Alternatively, you can contact us on the details below:
Phone: (03) 9376 1122
Clients receiving:
- Residential Aged Care services, ask to speak with the Manager of the Residential Aged Care Facility
- Community Aged Care services (Home Care Packages), ask to speak with the Community Manager for the region
- Outreach & Housing Support, ask to speak with the Housing and Homelessness Support Manager for the region
- Tenancy services, ask to speak with the Tenancy Manager
- NDIS services, ask to speak with the NDIS Development Manager
Email: feedback@wintringham.org.au
Write to us: PO Box 193, Flemington Vic 3031
Complete a Feedback Form
Once completed mail or email the form to Wintringham. (See details above)
Whistleblower Reports (Aged Care Act 2024)
If you are a current or former client of Wintringham’s aged care services, or a supporter, representative, or family member, you can report serious concerns about misconduct, neglect, or breaches of care.
How to make a report to Wintringham
- Talk to a staff member who can support you to get into contact with a Whistleblower Protection Officer
- Tell us using our feedback form
- You can call us on – 9376 1122
- You can send us an email - feedback@wintringham.org.au
You can also report to:
- The Aged Care Quality and Safety Commission
- Website: www.agedcarequality.gov.au
- Phone1800 951 822)
- The Department of Health, Disability and Ageing
- Website: Contact us | Australian Government Department of Health, Disability and Ageing
- Phone: 1800 020 103
- An independent advocacy service.
Reports can be made anonymously.
Your rights:
- You are protected by law from retaliation.
- Your identity will be kept confidential unless you agree otherwise or the law requires it.
What happens next:
- Your report will be reviewed and, if needed, investigated.
- You will be informed of the outcome where possible.
Need help?
Contact us or visit www.myagedcare.gov.au/contact-us/complaints.
You can read our full policy here: Whistleblower Guidelines
External advocates
You can also get support from an external advocate or external referral body. We recognise that sometimes you may want someone from outside our organisation to give you advice or to speak on your behalf. Let us know, or talk to someone you trust to get this arranged.
You have the right to seek advice, support and/or someone to speak on your behalf at any time during this process. Please speak with your Wintringham worker or someone you trust about how to find this help.
If you are not happy with the outcome of your feedback or the way we handled your feedback you can contact:
National
Victoria
The Housing Registrar
Level 5, 1 Treasury Place
East Melbourne Vic 3002
GPO Box 4379
Melbourne Vic 3001
If you have made a complaint to Wintringham Housing and do not believe that your complaint has been addressed to your satisfaction within 30 days, you may also contact The Housing Registrar. The Housing Registrar will help you to resolve your issue with Wintringham Housing.
Tasmania
If you have a disability and wish to find an advocacy agency in your area, you can use the Disability Advocacy Finder.
If you have experienced violence or sexual assault and require immediate or ongoing assistance, contact 1800 RESPECT (1800 737 732) to talk to a counsellor from the National Sexual Assault and Domestic Violence hotline.
For confidential support and information, contact the Safe Steps 24/7 family violence response line on 1800 015 188.