For many aged care homes in Australia, managing feedback and complaints is one of the most important responsibilities. It’s also one of the most delicate. Families want reassurance, residents want dignity, and staff want systems that help—not overwhelm—them.

This was exactly the situation at Aged Care in Perth (fictional name used for privacy).
Like many aged care homes, this aged care had deeply committed staff, a supportive leadership team, and families who genuinely cared. But they also faced a challenge that many providers quietly struggle with: a paper-based feedback and complaint system that simply couldn’t keep up with the growing expectations of residents, families and the ACQSC.

The Problem: A Paper System That Couldn’t Keep Pace

Before using Centrim Life, This aged care collected feedback in the traditional way—through physical forms and a complaint box near reception. On paper, it looked like a simple process. But in practice, it created stress for everyone involved.

1. Complaints sometimes went unnoticed

Some forms were dropped into the box on weekends, some were placed under doors, and some were handed to staff directly. With shifts changing constantly, forms sometimes got delayed, and a few even went missing.

No one intended for it to happen, but it happened.

2. ACQSC’s 24-hour response requirement was difficult to maintain

Under the ACQSC standards, aged care facilities must acknowledge a complaint within 24 hours.
The clinical team did their best, but the manual system made it hard:

• If a form was placed late in the evening
• If staff on duty forgot to log it immediately
• If the box was not checked until the next morning

… then the response window could easily be missed.

Staff were worried—not because they didn’t care, but because the system didn’t support them.

3. Families wanted transparency

Families often asked:

• “Has my feedback been received?”
• “Who is looking into this?”
• “What stage is it at?”

Staff would reassure them, but without a central digital record, it was hard to give real-time updates.

4. Managers lacked visibility

The Care Manager and Quality Manager found it difficult to keep track of:

• How many complaints were open
• What actions were pending
• Which items were overdue
• Whether families had been updated

During audits, this created more work and unnecessary pressure.

Despite everyone’s effort, the home knew they could do better for their residents and families.

The Turning Point: Choosing Centrim Life

In 2025, the leadership team decided it was time to modernise the process. They explored multiple options, but one stood out—Centrim Life’s Feedback, Compliance and Quality Management Software, specifically designed for aged care.

What appealed most was that the system was built around three essential principles:

• Transparency for residents and their families
• Simplicity for frontline staff
• Compliance support for aged care leaders

And most importantly—Centrim Life understood the Australian aged care sector and the requirements of the ACQSC.

Implementation: Smooth, Simple and Resident-Centred

The home worked with the Centrim Life onboarding team to roll out the platform smoothly. Staff were trained on the web portal, and residents and families were introduced to the Family App, which allows anyone to submit:

• Complaints
• Compliments
• Suggestions

within seconds.

To encourage adoption, the home placed QR codes around common areas and explained the benefits during family meetings.

Within two weeks, everyone had adapted to the new system—far quicker than expected.

How Centrim Life Changed Their Process

1. Immediate Automated 24-Hour Responses

This was one of the biggest wins.

Whenever a resident or family member submitted a complaint through the app:

• They immediately received an automated acknowledgement email.
• At the same time, an email alert went straight to the Care Manager and the Quality team.

This meant the home never missed the 24-hour requirement again.
Families appreciated knowing their complaint was acknowledged right away—no waiting, no guessing.

2. Families Could Track the Status Themselves

Through the app, families could see the real-time status of their submission:

• Received
• In Progress
• Actioned
• Resolved

This visibility reduced follow-up phone calls and gave families confidence that their voice was being heard.

“For the first time, I can actually see what’s happening instead of waiting for a call. It makes us feel involved.”

3. No More Lost or Forgotten Feedback

Because everything was logged digitally, nothing went missing.
Whether it was:

• A small suggestion
• A compliment about a staff member
• A serious concern

…the system captured it, timestamped it, and assigned it to the appropriate team.

Staff felt relief knowing they didn’t have to rely on handwritten forms or memory.

4. Better Internal Collaboration

With Centrim Life:

• Nurses could add notes.
• Managers could assign tasks to staff.
• Evidence (documents or photos) could be uploaded.
• Updates were recorded automatically.

The entire team operated like a coordinated unit.
Miscommunication dropped dramatically.

5. Strong Compliance & Easy Audits

During internal audits, managers could quickly produce:

• A complete history of any complaint
• Timelines of actions taken
• Staff notes and attachments
• Communication logs

This made demonstrating ACQSC compliance significantly easier and less stressful.

The Human Impact: What Changed for Residents and Families

Technology alone wasn’t the highlight.
The biggest transformation was in the relationships within the home.

Residents felt heard

Residents shared that they felt more respected knowing their concerns wouldn’t get lost. Even small things—like a broken heater or dissatisfaction with a meal—were tracked and actioned quickly.

Families felt reassured

Families appreciated the structured and transparent process. They felt more connected and informed, even when they weren’t physically present.

Staff felt supported

Care staff reported less pressure and less fear of missing complaints. They finally felt they had a system that helped them focus on care instead of chasing paperwork.

Results After 8 Weeks

After two months of using Centrim Life, the improvements were clear:

✔ 100% on-time complaint acknowledgements

The automated acknowledgements ensured the home consistently met ACQSC’s 24-hour requirement.

✔ No missed or lost complaints

Everything was digital, traceable and accountable.

✔ Happier families & stronger trust

Families said they felt more confident in the home’s responsiveness and professionalism.

✔ A 65% drop in follow-up calls

Because families could see updates directly in the app.

✔ Improved staff efficiency

Managers and nurses saved hours each week previously spent tracking, updating and reporting on complaints.

✔ Better compliance evidence

The home had clean, complete documentation ready for audits.

Conclusion: A Modern, Transparent and Compliant Aged Care Environment

By moving away from paper-based forms and adopting Centrim Life’s Feedback, Compliance and Quality Management Software, the Perth aged care home transformed not only their processes—but their culture.

They shifted from a system that reacted to issues…
…to one that prevented delays, improved communication, and empowered everyone involved.

For residents, it meant being heard.
For families, it meant trust.
For staff, it meant support.
For the organisation, it meant stronger compliance and smoother operations.