NCCCA are continually improving the care and services we provide across our Aged Care Homes, Home Care Services, Meals on Wheels and Transport Service.

Your suggestions, ideas, and feedback are highly valued in this process, and we encourage you to share them with us.

For compliments, complaints, or suggestions regarding Home Care Services, Meals on Wheels or our Transport Service please reach out to the Community Services Manager (CSM), or any of our home care team by phone (02) 49 199700.

For compliments, complaints, or suggestions regarding one of our care homes, please reach out to the General Manager (GM), Clinical Nurse Specialist, or any care home team member by phone (02) 49 933100.

You can also provide feedback by filling out the feedback from available at the reception of our homes and Community  Centre.

If you would rather speak to someone independent of the care home or community centre please complete the feedback form via the link below:

FEEDBACK FORM
SUPPORT RAISING A COMPLAINT OR UNDERSTAND THE COMPLAINT PROCESS

 

If you need support in providing feedback, there are advocacy services available to assist you. The Older Persons Advocacy Network (OPAN) supports residents and their families and representatives understand and exercise their aged care rights. You can contact them on 1800 700 600 or at opan.org.au.

AGED CARE AND QUALITY AND SAFETY COMMISSION

 

You can also provide feedback directly to the Aged Care Quality and Safety Commission (ACQSC).To do so, please call 1800 951 822 or go to consumer feedback on the ACQSC website.

FOR SERIOUS 'WHISTLEBLOWER' COMPLAINTS

 

NCCCA’S “whistleblower” service which residents, family and friends can use when they have a serious concern relating to the care home or the service it provides (for example, allegations of mistreatment, neglect, fraud etc), which they don’t feel comfortable raising with the General Manager.

This service can be accessed anonymously or by providing your details.

By post: The Whistleblower Investigation Officer (marked private and confidential)

Northern Coalfields Community Care Association Limited:

2 Mount View Road, CESSNOCK NSW 2325

By email: ceo@nccca.com.au

If the disclosure is about the CEO, the disclosure should be made directly to NCCCA’s Chairperson:

By post: Mr Tim Murray

(marked private and confidential and to be opened only by the addressee)

2 Mount View Road, CESSNOCK NSW 2325

By email: tim@cessnockpharmacies.com.au

In order to address the complaint, it is likely we will need to involve the General Manager of the care home in some way, but if you have lodged your complaint anonymously, the General Manager will not have access to your details.

THE FOOD, NUTRITION AND DINING HOTLINE

If you are not satisfied or do not want to talk to NCCCA regarding Food, Nutrition or Dining, you can contact The Food, Nutrition and Dining Hotline on 1800 844 044.