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Help with aged care homes

Do you have a complaint?

Bringing your complaint to the aged care home

In the first instance it is often best to talk over problems with your aged care home.

Aged care residents or their carers, friends and family have the opportunity to participate in decisions about the services received. Each aged care home has processes to ensure that residents can have input into services.

The Australian Government provides or supports a number of schemes to help make sure that people living in aged care homes receive quality care. The broader community — including family, friends and visitors as well as staff, doctors and volunteers — also has a responsibility to ensure that homes are accountable, and that all older Australians receive quality care.

Complaints Investigation Scheme

The Aged Care Complaints Investigation Scheme is available to anyone who wishes to make a complaint about an Australian Government-funded aged care service, including: The scheme is: A complaint may be about any aspect of a government-funded aged care service that should be provided or made available to people receiving care. This may include care, catering, financial matters, hygiene, security, activities, choice, comfort and safety.

Complaints may be made openly or confidentially.

If required, the scheme can provide access to: Representatives of advocacy services may: You can make a complaint either:

Advocacy services

Aged care advocacy services operate in all states and territories, and are funded by the Department of Health and Ageing to provide advice and support and assist people to exercise their rights.

An advocate is someone who stands beside you and works solely on your behalf and at your direction.

They listen to your concerns, give you information and speak up for you if you want them to. Before taking any action, they will seek your permission.
Advocates can: Advocacy services can: Australian Government-funded advocacy services are available to all consumers of aged care services. This includes people who: Aged Care Advocacy is a free confidential service. Call 1800 700 600.

Aged Care Commissioner

The Aged Care Commissioner oversees the operations of the Aged Care Complaints Investigation Scheme. The commissioner may also hear concerns about the way the scheme has handled a complaint.

The scheme seeks to resolve concerns that aged care residents and/or their representatives may have about the standard of care, or service they receive in an Australian Government-funded aged care service.

The commissioner can be contacted either by phone on 1800 500 294 or by email.

For more information about the Aged Care Commissioner or the Complaints Investigation Scheme refer to Aged Care Commissioner.
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Legal aid

There are independent legal aid commissions in all states and territories. They provide a broad range of legal aid services and legal representation. They can be contacted through the following numbers:

Human Rights & Equal Opportunity Commission

The Human Rights and Equal Opportunity Commission administers Commonwealth laws relating to human rights infringements and discrimination.

The Commission can investigate matters that include discrimination on the grounds of race, colour or ethnic origin, racial vilification, sex, sexual harassment, marital status, pregnancy, or disability.

Phone:
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Aged Care Information Line
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This page was last updated on: 17 November 2009