Policies & Governance
How to raise a complaint and what happens after you do.
⚖️ Draft — this text is a proposed framework awaiting legal review and formal adoption by the society's administration. It describes intended practice, not yet an adopted instrument.
Submit a complaint through the contact form (you will receive a WBS tracking code), by phone at +962 6 552 9397, or in writing to the administration at the Golden Age Home, Al-Jwaideh, Amman. Complaints can be raised by residents, families, staff, or members of the public.
Your complaint is logged and acknowledged. It is reviewed by someone not involved in the matter complained about. You receive a response with what we found and what we changed. If your complaint concerns resident safety it is treated under the safeguarding policy immediately.
If our response does not resolve your concern, you may escalate to the society's administration, and beyond us to the Ministry of Social Development, which licenses and inspects care homes in Jordan.