Feedback and Complaints

Know Your Rights

Every client receiving aged care services has the right to receive a safe, client focused and quality service. If you are not completely satisfied with the services you have been provided by a particular service provider, you can lodge a complaint, provide with feedback about how we can improve or talk to an external agency to help advocate for you.

Our policy

GoCo is focused on improving our services. Feedback and suggestions from clients and their carers help us to know what we are doing well and where we need to improve.  We encourage feedback and complaints to be forwarded first to the persons key contact in GoCo. If the matter can not be resolved to your satisfaction, you can contact GoCo and speak to the GoCo Manager. If the issue is still not able to be resolved, please refer to GoCo, Gunnedah Shire Council’s, complaints handling process:Gunnedah Shire Council Complaints Handling

If you feel that your concern is not able to be addressed adequately within our organisation, the following services are available to assist you:

Aged Care Complaints

The Aged Care Complaints Commissioner receives complaints about aged care services under the Act. Complaints can be made at Aged Care Complaints Scheme, via phone on 1800 550 552 or in writing to: Aged Care Complaints Commissioner, GPO Box 9848 Sydney NSW.

Disability Complaints
Commonwealth Ombudsman receives complaints about disability services under the Act. Complaints can be made:
– Phone: 1300 362 072 OR online at Disability Services Complaints

Advocacy Agencies

Aged Care Rights Service
Phone: 1800 424 079

Newell Advocacy Inc (for all people residing in Narrabri and Moree Shires)
1/63 Maitland Street Narrabri NSW 2390
Phone: 02 6792 3195