Feedback is very important to us as we continually strive to improve the care and support provided to our valued residents and their families.

Please fill out the form on this page if you wish to send us a compliment, complaint or suggestion on your behalf or someone else.

Any information you share with us remains confidential and one of our friendly staff will be in touch as soon as possible.

If you have an issue or question that requires immediate action or you require assistance to complete this form, please call us on (03) 9724 5200.

Open Disclosure information

As part of the New Aged Care Standards, Open Disclosure is a term that is being used more often particularly by the Aged Care Quality and Safety Commission. Kirkbrae takes an open and transparent approach to events that may occur when providing care such as a resident fall etc. To give you a better understanding of what open disclose means below is an explanation from the Aged Care Quality and Safety Commission.    

What is Open Disclosure?

Open disclosure is an open discussion with a resident and/or their representative about an incident or event which could have resulted, or did result in dissatisfaction, near miss or harm while they were receiving care.

The five essential elements of open disclosure are:

  • an apology
  • an explanation of what happened
  • an opportunity for the resident to relate his or her experience
  • a discussion of the potential consequences
  • an explanation of the steps being taken to manage the event and prevent recurrence.

The objective of open disclosure is to provide factual information with sensitivity and empathy, including discussing arrangements for further support and ongoing care if required.


If you need further support in raising your complaint or understanding the process, there are advocacy services available to assist you. The Older Persons Advocacy Network (OPAN) organisations offer free, independent and confidential services that support older people and their families and representatives to raise and address issues relating to accessing and interacting with aged care services. OPAN is funded by the Australian Government to deliver the National Aged Care Advocacy Program (NACAP), providing a national voice for aged care advocacy.

If you would like your complaint to go to the Aged Care Quality and Safety Commission

If you would prefer to lodge your complaint externally, you can address it to the Aged Care Quality and Safety Commission (ACQSC), which is an independent Government run service. To do so, please call 1800 951 822 or click here:


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