Effective Date
July 2026
1. Introduction
Apex Nursing Services is committed to providing safe, respectful, reliable and compassionate care.
We understand that clients, families, carers, representatives, staff, referrers and organisations may sometimes have concerns, feedback or complaints about our services.
This Complaints & Feedback Policy explains how feedback and complaints can be raised, how Apex Nursing Services responds, and how we use feedback to improve the quality and safety of our care.
2. Our Commitment
Apex Nursing Services welcomes feedback.
We believe complaints should be handled respectfully, fairly and without fear of negative treatment.
If you raise a concern, we will aim to:
Listen carefully
Treat you with respect
Take your concern seriously
Respond in a fair and timely way
Protect your privacy
Review what happened
Take practical steps where appropriate
Use feedback to improve our services
Raising a complaint will not affect your right to receive respectful care.
3. Who Can Give Feedback or Make a Complaint?
Feedback or complaints may be made by:
Clients
Prospective clients
Veterans, war widows, widowers and veteran families
Family members
Carers
Authorised representatives
Healthcare professionals
Referrers
Aged care providers
Staff, nurses, carers or contractors
Members of the public
Anyone who has interacted with Apex Nursing Services
If you are making a complaint on behalf of another person, Apex Nursing Services may need to confirm that you have authority to act or receive information on their behalf.
4. What You Can Give Feedback About
You can provide feedback or make a complaint about any part of your experience with Apex Nursing Services.
This may include:
Quality of care
Communication
Staff conduct
Visit timing or reliability
Care planning
Privacy concerns
Safety concerns
Respect, dignity or cultural sensitivity
Billing or administration
Response times
Website information
Staffing support
Concerns about how a service was delivered
Suggestions for improvement
You do not need to know the correct category before contacting us. Simply tell us what happened and we will guide the next step.
5. How to Make a Complaint or Provide Feedback
You can contact Apex Nursing Services by email, website form, phone or written communication.
Please provide as much detail as you feel comfortable sharing, including:
Your name
Your contact details
The client’s name, if relevant
The date or time of the issue, if known
What happened
Who was involved, if known
What outcome you are hoping for
Any urgent safety concerns
You can still contact us if you do not have all the details.
6. Contact Details for Complaints and Feedback
Apex Nursing Services
Email: info@apexnursingservices.com.au
Website: https://apexnursingservices.com.au/
Service area: Perth Australia
If your concern is urgent or involves immediate danger, call emergency services immediately.
7. How We Handle Complaints
When Apex Nursing Services receives a complaint, we will aim to follow a clear process.
Step 1 — Acknowledge
We will acknowledge that we have received your complaint within a reasonable time.
Step 2 — Review
We will review the information provided and may ask for more details if needed.
Step 3 — Assess
We will consider the nature of the complaint, any safety concerns, the people involved, and any immediate action required.
Step 4 — Respond
We will aim to provide a response that explains what we have reviewed and any practical steps we may take.
Step 5 — Improve
Where appropriate, we may use the feedback to improve care delivery, communication, training, procedures or service quality.
8. Urgent Safety Concerns
If a complaint involves immediate risk, abuse, neglect, serious injury, sudden deterioration or urgent safety concerns, Apex Nursing Services will treat the matter as a priority.
Depending on the situation, we may take steps such as:
Contacting an authorised representative
Escalating to a manager or senior staff member
Pausing or changing a care arrangement
Contacting emergency services
Contacting a healthcare professional
Taking internal safety action
Meeting legal, regulatory or reporting obligations
If there is an immediate emergency, call emergency services immediately.
9. Privacy and Confidentiality
Apex Nursing Services will handle complaint information with care.
Information about complaints will only be shared with people who reasonably need to know in order to review, respond, manage safety, meet legal obligations, or improve services.
We handle personal information and health information in accordance with our Privacy Policy.
10. Respectful Complaint Handling
We ask that all complaints and feedback are raised respectfully.
Apex Nursing Services will not accept abuse, threats, harassment, discrimination or unsafe behaviour toward our staff, nurses, carers, contractors or representatives.
We will still aim to understand the concern, but we may set boundaries around communication if behaviour becomes unsafe or unreasonable.
11. Support to Make a Complaint
If you need help making a complaint, you may ask a family member, carer, advocate, authorised representative or trusted person to assist you.
Where required, Apex Nursing Services may need to confirm authority before discussing personal or health information with another person.
12. Anonymous Feedback
You may provide anonymous feedback where practical.
However, if you do not provide your name or contact details, Apex Nursing Services may not be able to investigate fully, provide a direct response, or ask follow-up questions.
Anonymous feedback may still be used to improve our services.
13. Complaints About DVA-Related Care Pathways
Apex Nursing Services welcomes members of the veteran community.
Apex Nursing Services uses the following wording in relation to DVA clients:
“We welcome DVA clients, DVA Health Cards (Gold and White) are accepted as payment upon a GP referral”
If a complaint relates to DVA-related care arrangements, referrals, communication or service delivery, Apex Nursing Services will review the matter respectfully and in line with relevant care pathway requirements.
Service access, referrals, payment arrangements and care pathways may depend on individual circumstances, clinical need, GP referral requirements and relevant DVA guidelines.
14. Complaints From Aged Care Providers or Staffing Clients
Aged care providers, care homes, community care organisations or other staffing clients may raise concerns about staffing support, shift coverage, staff conduct, communication, timesheets, invoices or service arrangements.
Apex Nursing Services will review staffing-related complaints in line with the agreed staffing arrangement, relevant workplace requirements, safety obligations and any applicable written agreement.
15. Timeframes
Apex Nursing Services aims to respond to complaints within a reasonable time.
The time needed may depend on the complexity of the complaint, whether further information is required, whether staff or third parties need to be contacted, and whether there are safety or legal issues involved.
Where a complaint takes longer to review, we will aim to keep you updated where appropriate.
16. Complaint Outcomes
Depending on the issue, possible outcomes may include:
An explanation
An apology where appropriate
Correction of information
A change to communication
A review of care arrangements
Staff feedback or additional training
Changes to internal processes
A revised invoice or administrative correction where appropriate
A safety review
No further action, with reasons explained where appropriate
Complaint outcomes will depend on the circumstances and available information.
17. If You Are Not Satisfied
If you are not satisfied with Apex Nursing Services’ response, you may ask for the matter to be reviewed again.
You may also choose to contact an external authority, advocate or relevant complaints body depending on the nature of the concern and the type of service involved.
Apex Nursing Services will not prevent you from seeking independent advice or external support.
18. Continuous Improvement
Feedback helps Apex Nursing Services improve.
We may use complaints and feedback to identify patterns, improve communication, strengthen care procedures, review staff training, improve service reliability and support safer care.
Our aim is to learn from concerns and continue building a care service that families can trust.
19. Changes to This Policy
Apex Nursing Services may update this Complaints & Feedback Policy from time to time.
The updated version will be published on our website with a revised effective date.
20. Contact Us
For complaints, feedback or concerns, contact:
Apex Nursing Services
Email: info@apexnursingservices.com.au
Website: https://apexnursingservices.com.au/