Feedback
Feedback and complaints
We want to hear when something has gone well and when it has not. Raising a concern will never affect the care a resident receives.
Not for urgent clinical matters. In an emergency, call 000. For urgent resident review, facilities should phone the resident’s GP directly.
How to raise a concern
- 1
Tell us
Speak with your GP, or contact us by phone, email or post. You can raise a concern yourself or through a family member, representative or advocate. You can also raise it anonymously, although that can limit how fully we can look into it and respond.
- 2
We acknowledge it
We will acknowledge your complaint within two business days and tell you who is looking into it.
- 3
We look into it
We review what happened, speak with the people involved and, where it concerns clinical care, the treating doctor. If something went wrong, we will tell you openly, apologise, and explain what we are doing about it.
- 4
We respond
We aim to give you a response within 30 days. If it will take longer, we will tell you why and keep you updated.
Contact us
Email admin@umbrellaagedcare.com.au
Phone (02) 5657 9414
Post: Umbrella Aged Care, Units 1 & 2, 274 River Street, Ballina NSW 2478
Concerns about the aged care home
Our doctors are independent of the aged care home. If your concern is about the home’s own care or services, such as nursing care, meals or accommodation, please raise it with the home first, as it has its own complaints process. If it involves both the home and our doctors, tell us and we will work with the home on it.
Support to make a complaint
You are welcome to have a family member, friend or advocate help you. The Older Persons Advocacy Network offers free, independent support for older people and their representatives on 1800 700 600. If you need an interpreter, the Translating and Interpreting Service is available on 131 450.
If you are not satisfied
You can contact an independent body at any time. You do not have to complain to us first, although we would welcome the chance to put things right.
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Office of the Health Ombudsman (Queensland)
Complaints about health services or health practitioners in Queensland.
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Health Care Complaints Commission (NSW)
Complaints about health services or health practitioners in New South Wales.
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Ahpra
Concerns about a registered health practitioner’s conduct, health or performance. In Queensland and NSW these are managed jointly with the bodies above.
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Aged Care Quality and Safety Commission
Concerns about the care or services provided by the aged care home itself.
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Office of the Australian Information Commissioner
Concerns about how your personal information has been handled. See our privacy policy first.
We use complaints to improve our care, and we handle the information in them in line with our privacy policy. Page effective 15 October 2026.