We're listening
We're listening
How to provide feedback, raise concerns or make a whistleblower disclosure
At Estia Health, we are committed to listening, learning, and continuously improving. Whether you’re a resident, family member, staff member, or visitor, your feedback helps us deliver safe, respectful and high-quality care.
This page explains the different ways you can provide feedback, raise a concern, make a complaint, or make a whistleblower disclosure.
Feedback and Complaints
How do I provide feedback or make a complaint?
How do I provide feedback or make a complaint?
There are several ways for residents, families, supporters, or members of the public who want to share compliments, suggestions, or concerns about care or services to get in touch.
- 1. Use our feedback form – you can complete a hard copy feedback form in our homes or by completing the online feedback form.
- 2. Talk to our team – you can speak with the team member in charge at the time at the home, either in person or by phone. Simple matters will be dealt with straight away and politely so that everyone is happy with the solution. More serious matters should be referred to the Residential Aged Care Manager at the home. If the Residential Aged Care Manager cannot resolve this issue, it will be escalated to the Regional Manager.
- 3. Contact our National Quality Team - if appropriate, you could also contact our National Quality Team:
- Email: feedback@estiahealth.com.au
- Call: 1300 682 833
- Post to: Attn: Quality Estia Health, Level 9, 227 Elizabeth Street, Sydney, NSW 2000
How does Estia Health manage feedback and complaints?
How does Estia Health manage feedback and complaints?
We handle all feedback and complaints with fairness, transparency, and respect. Our commitment to open disclosure means we communicate honestly and we work collaboratively to resolve issues in a way that restores confidence and strengthens relationships.
We will take steps to make sure that the people who provided feedback or made a complaint are not treated any differently as a result of raising a concern. This includes making sure there is no victimisation or reprisal because of making a complaint or giving feedback.
We aim to resolve any issue raised in a complaint by reviewing and taking appropriate action as soon as reasonably possible. We aim to address the issues and learn from any outcome to continue improving the care and services we provide.
You can provide feedback or make a complaint anonymously. However, please note that if a complaint is made anonymously, we will not be able to share the outcome with you directly.
For more information on how we manage feedback and complaints, please refer to our Feedback, Complaints and Aged Care Whistleblowing Policy.
Who else can I contact?
If you feel any feedback or complaint cannot be resolved directly with Estia Health, you can seek assistance from the entities below.
Who else can I contact?
If you feel any feedback or complaint cannot be resolved directly with Estia Health, you can seek assistance from the entities below.
Independent Advocacy Services
You can seek free, confidential assistance or support from an independent advocacy service such as the National Aged Care Advocacy Program (NACAP), who provides free, confidential, and independent advocacy support to older Australians and their families. NACAP is delivered by the Older Persons Advocacy Network (OPAN), with locations in each state and territory. To find out more, visit opan.org.au or call 1800 700 600.
The Aged Care Quality and Safety Commission
You can make a complaint to the Aged Care Quality and Safety Commission by submitting a complaint online using their online form. If you prefer to speak to someone, you can call 1800 951 822 – it’s a free call and accessibility options are available.
You can also mail your complaint to GPO Box 9819, in your capital city.
NDIS Quality and Safeguards Commission
If you are an NDIS participant, you can make a complaint submit a complaint online through the NDIS Commission website. If you'd rather speak to someone, you can call them on 1800 035 544. For those using a text telephone (TTY), dial 133 677.
You can also email them at contactcentre@ndiscommission.gov.au, or send a letter to PO Box 210, Penrith NSW 2750.
Whistleblower Disclosures – Aged Care Act 2024
What is whistleblowing under the Aged Care Act?
The Aged Care Act gives protections to anyone who makes whistleblower disclosures concerning any actual or suspected breaches of the Aged Care Act. This is designed for disclosures of more serious issues concerning breaches of the Aged Care Act. These protections ensure you can speak up without fear of victimisation or civil, criminal or administrative liability.
Note: Personal work-related grievances (e.g. interpersonal conflict, management decisions, pay disputes, perceived misconduct such as bullying or discrimination) are not covered under this regime. These should instead be raised through Estia Health’s internal employee grievances processes.
Who can make Aged Care Act whistleblower disclosures?
Anyone (including residents, families, supporters, workers, or advocates) who has reasonable grounds to suspect a breach of the Aged Care Act can make a disclosure.
How to do I make as Aged Care Act whistleblower disclosure?
There are several ways you can make an Aged Care Act whistleblower disclosure:
1. Use our feedback form – you can complete a feedback form in our homes or via online feedback form. Please note that you would like to make an Aged Care Act whistleblower disclosure on the form.
2. Contact your Residential Aged Care Manager – you can arrange to meet with the Residential Aged Care Manager at the home, either in person or by phone.
3. Use the Say Something Hotline – this is a free, confidential and independently run service which can be used anonymously to raise concerns or suspected breaches of the aged care law. A disclosure to Estia Health’s Say Something Hotline can be made using one of the following options:
a. Website: https://saysomething.stoplinereport.com/
b. Email: estiahealth@stopline.com.au
c. Call: 1300 304 550
d. Post: Attn: Estia Health, c/o Stopline, PO Box 403, Diamond Creek, VIC 3089
Please select the ‘Aged Care Act Whistleblower Disclosure’ option if making a disclosure via the website. Please note that you would like to make an Aged Care Act whistleblower disclosure if making a disclosure by email, phone or post.
You can also make an Aged Care Act whistleblower disclosure directly to external bodies such as the Aged Care Quality and Safety Commission (ACQSC), the Department of Health, Disability and Ageing, the police, or an independent aged care advocate.
You can choose to make a whistleblower report anonymously. However, please be aware that doing so may limit our ability to fully investigate and resolve the matter, and we won’t be able to share the outcome with you directly.
For more information about Aged Care Act whistleblower disclosures, please refer to our Feedback, Complaints and Aged Care Whistleblower Policy.
Whistleblower Disclosures – Corporations Act 2001
What is Whistleblowing under the Corporations Act?
In addition to the Aged Care Act whistleblower protections, the Corporations Act 2001 (Cth) (Corporations Act) also provides a separate whistleblower regime. This regime offers legal protections to eligible individuals who report serious misconduct, including financial irregularities, fraudulent activity, or other significant wrongdoing related to company operations.
These protections are designed to ensure whistleblowers can raise concerns safely and confidentially, without fear of retaliation or legal consequences.
Note: Personal work-related grievances (e.g. interpersonal conflict, management decisions, pay disputes, perceived misconduct such as bullying or discrimination) are not covered under this regime. These should instead be raised through Estia Health’s internal employee grievances processes.
For more information about whistleblower disclosures under the Corporations Act, (including who can make a disclosure and what qualifies as a protected disclosure), please refer to Estia Health’s .
How to do I make a Corporations Act whistleblower disclosure?
You can make Corporations Act whistleblower disclosures using Estia Health’s Say Something Hotline. This is a free, confidential and independently run service which can be used anonymously to report serious misconduct. A disclosure to Estia Health’s Say Something Hotline can be made using one of the following options:
- Website: https://saysomething.stoplinereport.com/
- Email: estiahealth@stopline.com.au
- Call: 1300 304 550
- Post: Attn: Estia Health, c/o Stopline, PO Box 403, Diamond Creek, VIC 3089
Please select the ‘Corporations Act Whistleblower Disclosure’ option if making a disclosure via the website. Please note that you would like to make a Corporations Act whistleblower disclosure if making a disclosure by email, phone or post.
You can also make Corporations Act whistleblower disclosures directly to external bodies such as the Australian Securities and Investments Commission (ASIC), Australian Prudential Regulation Authority (APRA), Australian Federal Police (AFP) and your legal adviser (for confidential legal advice)
You can choose to make a whistleblower disclosure anonymously. However, please be aware that doing so may limit our ability to fully investigate and resolve the matter, and we won’t be able to share the outcome with you directly.
