Share Your Feedback
Have you got feedback you’d like to share with us?
At Videri Australia, we genuinely value your thoughts and feedback.
Whether it is a compliment, suggestion, or concern, your input helps us continuously improve the care and experience we provide in our homes every day.
How to Provide Feedback
We offer several easy ways for you to provide your feedback, so that you can choose the option that suits you best.
- Online feedback form (with option to provide your feedback anonymously): Please click here.
- Email: feedback@videri.com.au
- Call us: 1300 015 406 and ask for the Quality Manager
- Write to us: Quality Manager, Videri Australia, Level 3, 425-429 Pacific Highway, Crows Nest NSW 2065
If you are a family member or loved one of a resident in one of our homes, you may also speak directly with your home’s Supervisor, Registered Nurse, or any team member and they’ll ensure your feedback reaches the right person.
What Happens Next
Once your feedback has been received, we will:
- Acknowledge receipt and ensure it is directed to the most appropriate person for review and response.
- Respond promptly in line with our internal policy and procedure, depending on the nature and complexity of your compliment, suggestion or concern.
You may choose to provide feedback with your name or anonymously. Either way, we treat all feedback confidentially and respectfully. We will work with you to resolve the issue and will keep you informed of the steps we are taking to do so.
We see every piece of feedback as an opportunity to learn and improve. Please be assured that providing feedback will never affect the care or services you receive.
Further Help
In the event that you feel the matter cannot be resolved directly with us at Videri Australia, or should you prefer to provide this feedback externally, you may choose to contact the following external support:
- Aged Care Quality and Safety Commission — 1800 951 822 or agedcarequality.gov.au
- NDIS Quality and Safeguards Commission — 1800 035 544 or ndiscommission.gov.au
- NSW Fair Trading- Retirement Villages team – 13 32 20 or fairtrading.nsw.gov.au
If you need assistance to make a complaint, provide feedback, or access advocacy support, you can contact one of the following organisations. They offer free, independent, and confidential advocacy services:
- Older Persons Advocacy Network (OPAN)
- Disability Advocacy Network Australia (DANA)
- NSW Ageing and Disability Commission
If you need an interpreter, you can ask us to arrange one. Alternatively, you can contact the Translating and Interpreting Service (TIS) on 131 450 and ask the service to contact us.
We will always cooperate fully with any external review and continue to support you through that process.
Why Your Feedback Matters
Your voice helps us learn, celebrate great care, and continuously improve.
Every piece of feedback, big or small, is seen and informs how we enhance safety, wellbeing, and experience across all our Videri Australia homes.