Q: How can I access HomeMade’s Policies relating to Complaints and Incidents?

Please visit our Incident Management Policy . Please visit our Feedback and Complaints Management Policy .

Question 1

What is the difference between a complaint and an incident?

Accepted Answer

A ‘complaint’ means an expression of dissatisfaction or concern made to or about HomeMade where a response, outcome, or resolution is expected.

An ‘incident’ means an act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm to a Support at Home participant. Examples of incidents may include falls, medication errors, injury, or any other unexpected or adverse events.

Question 2

How do I report an incident?

Accepted Answer

If an incident occurs such as a fall, physical injury, medication error or another event that is relevant to your care (or the care of the person you represent), the incident needs to be reported to us.

To report an incident, you can email us via incidents@homemadesupport.com.au, or if the incident is serious in nature, call us on 1300 655 688.

All incidents reported to us are investigated.

You can also find out about the Aged Care Quality and Safety Commissions Serious Incident Response Scheme.

Question 3

What happens when I submit a complaint?

Accepted Answer

We acknowledge your feedback by email or phone as soon as possible. A HomeMade team member may contact you for further information.

HomeMade’s complaints and feedback process follows the Open Disclosure Framework as set out by the Aged Care Quality & Safety Commission.

We aim to complete a review of your feedback and respond within five working days. During this time, the HomeMade incidents and complaints team will investigate the complaint, and reach out to relevant people to gather information.