We Value Your Feedback
At Abound Communities, we are committed to continually improving the care and services we provide. Your feedback is important as it assists us to understand what we're doing well and where we can improve.
We believe that maintaining an open and transparent communication channel with residents, families, staff, visitors and volunteers is essential in building and sustaining the best possible experience across our sites. Your voice matters, and we want to hear from you.
How You Can Share Your Feedback
There are several ways you can provide feedback to Abound Communities:
• Speak with us directly
Our staff and management teams are always open to hearing your thoughts. Whether it’s a suggestion on how we can improve our service, a compliment for a staff member, or a concern about a specific issue, we encourage you to discuss it with us directly. Your input helps us address matters in real time.
• Feedback Forms
Each of our sites provides feedback forms, which are readily available at the reception and community areas. These forms can be completed anonymously if you prefer, and they allow you to share your thoughts in a confidential manner. Once completed, simply place them in the feedback boxes located around the village.
• Via Email or Phone
You can also send us your feedback via email at feedback@aboundcommunities.org.au or call us on (03) 9433 1100. We will ensure your message is directed to the appropriate team for prompt attention.
• Online Feedback Submission
Our website provides an easy way to share your feedback at any time. Follow the link here to provide your feedback.
What Happens After You Provide Feedback?
Once we receive your feedback, it is treated with care and attention. Here’s what you can expect:
• Acknowledgement
We will acknowledge receipt of your feedback within two (2) business days.
• Assessment and Action
Our team will review and assess your feedback carefully. Depending on the nature of your feedback, we may contact you for further details or clarification.
• Resolution
Where action is required, we aim to resolve matters promptly. We’ll keep you informed throughout the process, and we value your patience as we work towards a solution that benefits the community.
• Continuous Improvement
We view every piece of feedback as an opportunity for improvement. Whether it leads to immediate changes or informs our future policies, your insights help us create a better living experience for all residents.
Raising a Concern or Making a Complaint
At Abound Communities, we take concerns and complaints seriously. If you have a specific issue that you would like to bring to our attention, we encourage you to raise it with us as soon as possible so we can address it effectively. You can:
• Speak to the Site Supervisor at your Village, or the General Manager at Liscombe House
• Call our office on (03) 9433 1100
• Submit a formal complaint via our online portal or via email at feedback@aboundcommunities.org.au
If you are not satisfied with our response, you can escalate your concerns to external agencies such as the Aged Care Quality and Safety Commission or other relevant authorities.
We Value Your Feedback
At Abound Communities, we are driven by our mission to provide affordable, dignified, and safe housing for older Victorians. Your feedback helps us achieve that mission. Together, we can continue to build vibrant and caring communities where all residents feel heard, respected, and valued.
