Client Information

Client information handbooks

Detailed information on our services and general information for our clients can be found in our Client Information Handbook which is available in English and the following community languages.

Aged Services Client Handbook - English(PDF, 596KB)

 Please note we are in the process of updating the translated versions of our Client Information Handbook. Newly translated handbooks will be placed online as soon as they are available.

Aged Services Client Handbook - Greek(PDF, 2MB)

Aged Services Client Handbook - Italian(PDF, 1MB)

Aged Services Client Handbook - Polish(PDF, 1MB)

Aged Services Client Handbook - Russian(PDF, 1MB)

Aged Services Client Handbook - Simplified Chinese(PDF, 1MB)

Fees and charges

A current list of fees and charges for In Home Support, Community Support and Meal Services can be downloaded below:

Aged Services Fees and Charges(PDF, 134KB)

More information regarding our fees can be found in our Client Information Handbook.

Feedback, compliments and complaints

We value all feedback as it provides important information about the quality of our services and our ability to meet your needs.

You can provide feedback directly, or via an advocate. We also welcome written feedback in languages other than English.

All concerns and complaints are handled in a fair and timely manner without bias, discrimination or retribution. All feedback is recorded but can be treated confidentially if you would like.

There are a number of ways you can provide feedback, including:

  • speak directly to one of our staff members
  • phone us on 8290 3224
  • send a letter or feedback form addressed to: Manager Aged Services, PO Box 21, Prahran VIC 3181. A feedback form and reply paid envelope will be given to you during your assessment. A copy of this form is also included as the last page of our Client Information Handbook.
  • email our general enquiries inbox at
  • email our confidential LGBTI enquiries inbox at

If you would prefer not to send your complaint to any of these addresses, our Client Information Handbook contains some alternative contact options.

Rights and responsibilities

While clients have a number of rights as a service user, they also have responsibilities to Stonnington Aged Services. As the service provider, Stonnington Aged Services has a number of responsibilities to clients. A full list of these rights and responsibilities can be read in the document below.

Stonnington Aged Services Rights and Responsibilities(PDF, 88KB)


Any person receiving or interested in receiving our services has the right to involve an advocate for assistance with making decisions, ensuring rights and responsibilities are protected, and speaking with services on their behalf.

An advocate is a friend, family member or independent person who speaks or acts on behalf of someone who may need support or is unable to communicate for themselves.

For further information regarding advocacy, including details on how to access an independent advocate, please contact us on 8290 3224 or any of the following organisations:

  • Office of the Public Advocate – 1300 309 337
  • Alzheimer’s Australia – 1800 100 500
  • Seniors Information Line – 1300 135 090
  • Prahran Citizens Advice Bureau – 9510 2477
  • Carers Victoria – 1800 242 636
  • Action on Disability within Ethnic Communities (ADEC) – 1800 626 078
  • The Victorian Gay and Lesbian Rights Lobby – 0417 484 438
  • New Hope Foundation – 9510 5877
  • Advocacy Disability Ethnicity Community – 1800 626 078

Privacy and confidentiality

We fully respect your right to privacy and confidentiality.

We collect information for the purpose of:

  • planning and providing your services
  • making referrals to other service providers
  • statistical purposes.

Personal information is only collected if it is necessary for the service you have agreed to receive. It is your choice whether you want to disclose any personal information such as your health status, sexual orientation or gender identity. There is no consequence for choosing not to disclose.

All information is documented and explained during your assessment.

We collect information by fair and lawful means and in a reasonable and unobtrusive way. We comply with obligations under the following acts/policies:

  • Commonwealth Privacy Act 1998
  • Privacy and Data Protection Act 2014
  • Victorian Health Records Act 2001
  • City of Stonnington Privacy Policy

For more information about our Privacy Policy or the information we collect, please contact us on 8290 3224.


We provide a free telephone interpreter service which can be used when contacting us. Interpreters are also available to attend assessments along with our staff. Visit Interpreter Services for more information about this service.

If you need to, we encourage you to use an interpreter so that we can communicate with you as effectively as possible.