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Feedback and Complaints

The Mayflower Group is committed to providing high quality care and meeting the needs of our residents.  We value feedback from residents, staff and visitors – including complaints – as we view your input as an opportunity to improve our services. We take all feedback seriously and treat it confidentially, and sensitively.

We aim to address your concerns as quickly as possible. Where appropriate, we will investigate your complaint to understand what happened and why, and to find ways to prevent it from happening again. We will keep you informed about the progress of your complaint along the way if you provide us with your name, contact number and/or email address.

Feedback or a complaint can be done at one of our sites, in person or on a form lodged in the box provided, or by completing and submitting the online form below:

Feedback Form

  • Suggestion Compliment Complaint Other

External Complaint Mechanisms

Mayflower will always try and resolve any complaint as quickly and fairly as possible. We encourage anyone that has a complaint to raise it with us in the first instance.

If you do not feel comfortable raising a complaint directly with us or continue to be dissatisfied after raising your concern with us, assistance is available as follows:

  • Aged Care Advocacy: a free and confidential service promoting the rights of aged care recipients. Phone 1800 700 600.

Aged Care Complaints Scheme: a free and confidential service for anyone to raise a complaint about Australian Government subsidised aged care. Phone 1800 550 552.