Feedback & Complaints
At Manor Court, we are committed to providing high-quality care that respects your needs and preferences. Your complaints and feedback help us understand what we are doing well and where we can improve to ensure every resident feels supported, connected, and truly at home.
Your Rights
Everyone has the right to raise concerns, ask questions or make a complaint without fear of discrimination, disadvantage or reprisal.
When you share feedback with us, you can expect us to:
- Be treated with dignity, respect and courtesy
- Be listened to without judgement
- Have your concerns managed fairly and confidentially where appropriate
- Be kept informed throughout the process
- Receive a timely response
- Know that your feedback will be used to improve our care and services
How to Share Feedback or Make a Complaint
You can provide feedback or make a complaint in whichever way feels most comfortable for you.
You can:
- Speak with any member of our team​
- Call us on (03) 9742 0699
- Email office@manorcourt.com.au
- Visit us in person.
Every concern is taken seriously and will be acknowledged, considered and responded to appropriately.
Anonymous Feedback
You are welcome to provide feedback anonymously if you prefer.
While anonymous feedback may limit our ability to investigate specific concerns or provide an individual response, every piece of feedback is carefully considered and contributes to improving our services.
Our Commitment to Improvement
Feedback is an important part of how we learn and grow.
We regularly review compliments, suggestions and complaints to identify opportunities to improve the quality of our care, strengthen our services and enhance the experience of residents, families and visitors.
We Welcome Compliments Too
We also love hearing about positive experiences. If a member of our team has made a difference to you or your loved one, we'd love to hear about it.
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Your kind words help us recognise our staff and celebrate the compassion, dedication and professionalism they demonstrate every day.
Independent Support
If you would prefer to speak with an independent organisation, or if you are not satisfied with how your complaint has been managed, you can contact the Aged Care Quality and Safety Commission, which provides a free and independent complaints service for people receiving Australian Government-funded aged care. You can also contact the Older Persons Advocacy Network (OPAN) for free, confidential advocacy and support.
Aged Care Quality and Safety Commission
https://www.agedcarequality.gov.au/make-complaint
1800 951 822
Older Persons Advocacy Network (OPAN)
https://opan.org.au
1800 700 600
OUR COMMITMENT