Complaints and your rights

At Local Guardians we take an Open Disclosure approach to handling complaints and feedback. This means we welcome and appreciate the opportunity to address any issues to ensure it isn’t repeated or experienced by another client.

If you are dissatisfied with anything that occurs with the services, you can email us at complaints@localguardians.com or phone 03 7067 0555, requesting the CEO or Operations Manager so that we can address the issue in accordance with our internal dispute resolution processes.

Alternatively, submit a complaint form.

Report an incident

What is an incident?

An incident is anything that affects a client’s safety, wellbeing, or rights, or shows a failure in how we operate. This includes things that happen to clients, and failures by staff or the organisation.

If something felt wrong, wasn’t handled properly, or could have gone better, log it. When in doubt, report it.

Incident process

Do I need to be certain before I report?

No. If you’re unsure, report it anyway. It’s always better to log something minor than to miss something important.

What if it nearly happened but didn’t?

Still report it. Near-misses help us prevent real incidents later.

How quickly do I need to report?

Same day where possible.

What counts as a client incident?

• Falls, trips, or near-misses
• Medication errors or missed medications
• Injuries (to client or worker)
• Unexpected changes in health: confusion, pain, difficulty breathing
• Client refusing care or becoming distressed
• Client wandering or leaving unsafely
• Theft, missing belongings, or property damage
• Safeguarding concerns: abuse, neglect, financial exploitation
• Equipment failure affecting care

What counts as a staff or organisational incident?

• A carer didn’t show and no replacement was arranged
• Calls, messages, or tasks weren’t followed up
• A complaint wasn’t actioned
• Scheduling, billing, or administrative errors
• Incorrect or missing records
• A client wasn’t given the right information to make their own choices
• Any head office failure that affected a client or their care

What is a privacy incident?

Any time client information was seen, shared, or handled incorrectly, leaving paperwork visible, discussing a client where others could hear, sending information to the wrong person, or losing a device with client details on it. These must be reported. Some are legally required to be notified to the government.

What if I’m reporting someone I work with?

Reports go to management, not to the person involved. Reporting in good faith is always the right thing to do. Not reporting a genuine concern is the bigger risk — to the client and to you.

Please complete this incident form, even if you are unsure if the incident is reportable.

The new Aged Care Act 2024 puts the rights of older people first. It includes a Statement of Rights for older people accessing aged care services, which replaces the Charter of Aged Care Rights. This explains what rights older people have when accessing aged care services funded by the Australian Government and helps to make sure that older people are at the centre of aged care.

Statement of rights

We would always like the chance to fix a problem first, so please raise it with us. If you are not happy with how we respond, you have every right to take it further. These services are free and independent.

• Aged Care Quality and Safety Commission: 1800 951 822. They handle complaints about aged care providers.
• Older Persons Advocacy Network (OPAN): 1800 700 600. Free, independent support and advocacy to help you raise a concern.
• My Aged Care: 1800 200 422. For questions about your assessment, funding or the program.