We have a system in place for your feedback to be taken seriously and acted upon. Your feedback is extremely valuable and assists us in continuing to improve your care. Compliments about the care you have received are welcomed, and staff are informed.

If you are unhappy with any aspect of your care, you may discuss this with the person or persons caring for you. You will not be discriminated against or victimised if you make a complaint. Any concern about your care should be discussed, in the first instance if possible, with the person in charge of the ward or department.

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.

You can fill in the online feedback form here or contact us via

Complaints Officer
Hepburn Health Service
PO Box 465
Daylesford 3460
Phone: (03) 5321 6567

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:

Fill out a complaint form online at


Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

In addition to HCC, consumers can make complaints about Aged Care to Aged Care Quality & Safety Commission

Additional Contacts

Disability Services

Office of the Public Advocate
5/436 Lonsdale Street Melbourne 3000
Ph: (03) 9603 9500 or 1800 136 829

Go to the Office of the Public Advocate website for more information

Elder Rights Advocacy

Level 2, 85 Queen Street Melbourne 3000
Phone: (03) 9602 3066 or 1800 700 600
Go to website for more information

For further information, view the Feedback Form