Your Voice Matters at JCS
Supporting quality care and continuous improvement
At JCS, we are dedicated to upholding the highest standards of care for our clients and their families. Our approach centres on actively seeking ways to enhance our services and programs, ensuring that every interaction is positive and meets your needs. We encourage ongoing feedback from clients, carers, and the community—whether it’s a compliment, suggestion, or complaint—as this is vital to our commitment to continuous improvement.
By regularly reviewing and acting on your feedback, we identify opportunities to refine our practices and introduce innovative solutions that benefit everyone involved. Our team is trained to respond promptly and respectfully to all input, guaranteeing confidentiality and fostering a culture of trust and openness. Through this collaborative process, JCS strives to provide quality care that adapts and evolves, ensuring you receive the best possible support now and in the future.
Our Commitment
At JCS, we value your feedback—compliments, suggestions, and complaints help us improve our services.
We are committed to responding to all feedback promptly, respectfully, and confidentially, ensuring your experience with JCS is positive and your concerns are addressed.
You can share your feedback in several ways:
- Feedback Form: Available in this brochure slip or at the JCS office.
- Email: feedback@jcssa.asn.au
- Phone: 08 8363 5400
All feedback is recorded in our secure Visual Care feedback register.
Complaints Process
Informal Complaints:
Minor concerns or suggestions can be raised with any staff member. These are addressed quickly and confidentially.
Formal Complaints:
If your concern is not resolved, you can lodge a formal complaint.
- We will acknowledge your complaint within 3 working days.
- You will receive a response within 21 days (or be informed if more time is needed).
- You may have an advocate or support person assist you at any stage.
If your complaint involves the CEO, it will be directed to the Chairperson of the JCS Board.
If You’re Not Satisfied
If your concern remains unresolved, you can seek help from external agencies, including:
Aged Care Quality and Safety Commission
- Free, independent service for anyone receiving government-funded aged care
- Phone: 1800 951 822
- Online: https://www.agedcarequality.gov.au/making-complaint/lodge-complaint
- Letter: Aged Care Quality and Safety Commission
GPO Box 9819, in your capital city
For more advocacy options, please ask for our Advocacy Policy.