Under the Charter of Aged Care Rights and also Everglow’s philosophy, all clients have the right to make complaints and give feedback free from any concern of reprisal. Feedback, complaints, and compliments help us identify what we are doing right and where we need to make improvements.

Everglow is committed to delivering responsive, high quality, person centred services and therefore we welcome frank, respectful and open feedback regarding our services, decisions and procedures. You and/or your family members and representatives have a right to provide complaints, compliments, and comments about our services, procedures or decisions, and contribute to the creation or improvement of services, programs or procedures.

Whether you’re concerned about the quality of your care, how you are treated by staff, the accuracy of your invoices or choice of activities provided by Everglow, we want to hear from you. 

Feedback is an important part of our improvement processes and we encourage you to let us know if you are having any issues with your service. This can be done by contacting your Case Manager in the first instance, or speaking with your care worker who can also assist. You are welcome to make a written complaint, use a feedback form or tell us your concerns in person or over the phone. Also, we will support and respect your choice to have an advocate represent your wishes.

Everglow staff will approach complaints respectfully and with an open mind, and resolve complaints in a fair, prompt and objective manner. We ask that you are respectful also when communicating a complaint.

Feedback, Compliments and Complaints can be made:

In person at any of our offices. 

By Phone: (07) 4725 1822
By Post: P.O. Box 949, Aitkenvale, QLD 4814
By Email: feedback@everglow.org.au
Or ask a staff member for a Feedback Form

If you feel we haven’t resolved any issues about your services, you are able to contact the Aged Care Quality and Safety Commission and submit a formal complaint. Their number is 1-800-951-822 and the website is agedcarequality.gov.au. Also, the Queensland Aged and Disability Advocate is available to assist you in resolving issues about your care and they can be contacted on 1-800-818-338. Of course, we will do everything that we can to ensure any concerns are heard and dealt with to your satisfaction.