We understand that navigating services can be challenging. Here you will find some useful links and resources to help you. You can also call us at anytime on 6650 2000.
Learn more about the Support at Home Program
Learn how the new Aged Care Act puts you at the centre of your aged care. It will make aged care safer, fairer and more respectful.
Understand how the Aged Care Code of Conduct ensures that aged care providers and the people who provide your care must behave and treat you.
Find out more here.
The Support at Home program replaced Home Care Packages and the Short-Term Restorative Care Program from 1 November 2025. The Commonwealth Home Support Program will transition no earlier than 1 July 2027.
Find out more at health.gov.au
Visit health.gov.au to download information about the Support at Home program.
We have made a handy reference PDF to help you understand your Support at Home Program statement.
We see feedback and complaints as an opportunity to improve the quality of our service provision. We actively encourage everyone using Community Care Options services to question or comment on the quality and nature of the services they receive. We endeavour at all times to make sure that any feedback or complaints are listened to and resolved as quickly as possible.
All feedback and complaints are taken seriously and dealt with in confidence and with fairness. No client or carer of our service will be disadvantaged or discriminated against for making a complaint about the organisation.
How to provide feedback or make a complaint
If you feel comfortable, talk to your Care Partner in the first instance.
If after talking through the issue with the Care Partner, you are not satisfied or you find it difficult to talk about the complaint to your Care Partner please feel free to phone the Client Services Manager or CEO and raise your concerns.
Your complaint may also qualify as a Whistleblower disclosure if you have reasonable grounds to suspect that we have breached a provision of the Aged Care Act. In this case, you can instead make a Whistleblower disclosure in writing or verbally, anonymously if you choose.
All CCO staff have been trained in complaints and Whistleblower management and if they receive feedback or a complaint from you, they will ask you if they can record your feedback on our feedback/complaints form.
Copies of the feedback/complaint form should be located in the client home folder and clients are able to complete these and forward to the organisation as needed. You may request assistance to complete the form from a Support Worker or your Care Partner.
Clients may put any formal complaints in writing and address to the Client Services Manager or CEO. A formal complaints will be acknowledged within 48hrs of receipt and a response will be provided within 21 working days.
Clients wishing to access the full Feedback and Complaints Management Policy can request this.
If you are not satisfied with the outcome and resolution of your complaint then you may contact any of the following external authorities –
The Aged Care Quality and Safety Commission – 1800 951 822
NDIS Quality and Safeguards Commission – 1800 035 544
Privacy and Confidentiality
We are committed to protecting your privacy. We are bound by the Privacy Act 1988 (Cth) (the Privacy Act) and the Australian Privacy Principles (2014).
We recognise that we hold a position of trust in holding personal and sensitive information. Community Care Options has a strong commitment to maintaining the privacy and confidentiality of clients of our service.
In compliance with the Australian Privacy Act our service adheres to the following privacy principles –
o the purpose of the collection of the information
o any third party to whom information will be given
o with the consent of the person
o to prevent a serious and imminent threat to a person’s life or health
o as required or authorised by law
o where reasonably necessary for the enforcement of criminal or revenue law
Any person the information is provided to under any of these exceptions, may only use it for the purpose for which it was disclosed.
Community Care Options maintains a client database and individual client files.
We protect your information by maintaining physical, electronic and procedural safeguards.
The type of information we collect includes –
We are required to report information to funding bodies as part of our contractual accountability about the services that we provide. This information is not of a sensitive nature and is for government planning purposes.
You have the right to correct information held by the organisation that you believe to be inaccurate.
Our organisation’s full privacy policy is a public document and can be accessed on request or from our website.
We maintain client records for seven years after we cease service delivery, after this time all information is destroyed.
Clients are able to provide feedback or make complaint using the organisation’s Feedback and Complaints Management Policy if they feel that the organisation has breached their privacy in any way.
We work across the Coffs Harbour, Nambucca and Bellingen Local Government Areas. We support clients as far North as Red Rock, as far South at Scott’s Head and as far West as Dorrigo.
We live and work right here with you on the beautiful Coffs Coast. Our head office is close to the CBD in Coffs Harbour. We have a smaller office located in picturesque Urunga.
Our sole purpose is ensuring you are well supported and that you can make the most out of the funding allocated to you. Any profits we make are reinvested in our clients and local community through client events and value added activities.
You are our focus! We take the time to understand you and tailor services to reflect your unique preferences and cultural needs. We partner with you in designing your supports giving you choice and control at all times.
We are not working remotely from another location so we understand the area you live. We know that holiday traffic or accidents on the Pacific Highway may delay your service; that weather events unique to our area (floods, fires and cyclones) need to be considered as an element of delivering your service; the back roads we can take to ensure we’re on time; and that our knowledge of those things is important to you.
The cost of services can vary pending the type of support you require and your individual circumstances. We will talk you through the costs associated with your unique supports so you can make an informed decision.
You can read about how costs of services are determined at myagedcare.gov.au
