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Confidentiality of Information
All client information is treated as confidential. Access is restricted and personal information will not be made available to any other service provider/agency without first gaining the client or representatives’ permission. In exceptional circumstances OLOCACS may be legally compelled to release information e.g., via subpoena. If personal information is released by such means, OLOCACS would seek to ensure the information was only used for the purpose outlined in the subpoena or other authority, and not for any other purpose.
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Concerns, complaints, and suggestions
If you have a complaint about any aspect of your service in the first instance you should direct your complaint to the Residential Care Manager on (02) 9832-5411.
If you feel uncomfortable ringing you may ask your advocate to ring or you may write to:
The Residential Care Manager
Our Lady of Consolation Aged Care Services Ltd
32 Evans Rd,
Rooty Hill NSW 2766
You will receive prompt attention to your complaint and the final outcome will be confirmed in writing.
If you are dissatisfied with the outcome you can write to:
The Chief Executive Officer,
Our Lady of Consolation Aged Care Services Ltd,
32 Evans Road,
Rooty Hill, NSW 2766
The Chief Executive Officer may direct that the matter be reviewed or may refer the matter to mediation.
Clients and their representatives may also make an external complaint. The appropriate external agency for complaints about residential aged care is The Aged Care Complaints Investigation Scheme (CIS), which is part of the Commonwealth Department of Health and Ageing. Contact details are as follows:
Telephone:1800-550-552
Or in writing to:
The Aged Care Complaints Investigation Scheme (CIS)
GPO Box 9848
SYDNEY NSW 2001
OLOCACS would prefer to have the opportunity of resolving any issues or concerns directly in the first instance, but supports clients’ and representatives’ rights to access the external complaint mechanism if they prefer.
 Click here to contact us for more information
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