We want to hear from you
We welcome your feedback and appreciate your suggestions, compliments and complaints. Your feedback is very important in helping us to improve our services.
You can provide feedback by completing the online form below or downloading a copy of the form and mailing it to Royal Freemasons 45 Moubray Street, Melbourne VIC 3004.
You can also provide feedback by talking to a staff member, completing a “Have your Say Form”, or by phoning us directly on 1300 623 642.
We work closely with the Aged Care Quality and Safety Commission. As the national regulator of aged care services, they protect the health, safety and wellbeing of older people. For more information, visit:Â agedcarequality.gov.au
We also work with the Older Persons Advocacy Network (OPAN). They provide free, independent and confidential support to older people receiving government-funded aged care. for more information, visit:Â opan.org.au
The Statement of Rights clearly identifies your rights when seeking or receiving aged care services. Under the new Aged Care Act, which comes into effect on 1 November 2025, your provider is legally obliged to deliver services in line with these rights.
I have the right to make my own choices - about my care, relationships, lifestyle and taking risks - with support if I want it.
I have the right to be informed in a way I understand and to raise concerns without fear of reprisal. My feedback must be dealt with fairly and promptly.
I have the right to be treated with dignity and respect by experienced aged care workers who value my identity, culture, spirituality and diversity.
I must have my privacy respected and my personal information kept confidential, and be in control of who this information is shared with.
I have the right to have my needs assessed in a way that works for me including having my cultural background, past trauma or cognitive conditions, such as dementia, respected.
I can stay connected to important people, pets and culture including independent advocates. As an Aboriginal or Torres Strait Islander I can stay connected to Country and Island Home.
Share your feedback with us
You will receive acknowledgement of receipt of your feedback within 24 hours
We review your feedback
You will receive the outcome of the review within 14 days
Elizabeth Gardens
Footscray
Coppin Centre
Monash Gardens
Mount Martha Valley
Springtime
Centennial Lodge
Marjorie Nunan Court
Marjorie Nunan Terrace
Boyd Court
Acacia Court
Banksia Court
Goulburn Court
Jacaranda Court
Murray Gardens Court
