The feedback process
Our feedback process follows the recommendations of the Aged Care Quality Standards. We will acknowledge receipt of your complaint within one business day (24 hours). We will call you or your representative to clarify the concerns and issues and ask how you would like the complaint resolved. If we cannot resolve the complaint during the phone call, we will advise you of the expected timeframe. We will investigate and gather information to identify an appropriate solution.
Responses to feedback are objective, ethical, effective, and unbiased. Our aim is to achieve a satisfactory and prompt resolution.
If you are not happy with the resolution
In the unlikely event that a matter cannot be resolved with CTST, you can seek assistance from Advocacy Tasmania who offer a free and confidential advocacy support service. You can also seek assistance from the Aged Care Quality and Safety Commission