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Do you have a complaint?
- Bringing your complaint to the aged care home
- Complaints Investigation Scheme
- Advocacy services
- Aged Care Commissioner
- Legal aid
- Human Rights and Equal Opportunity Commission
- Compliance action
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:
- people living in aged care homes
- people receiving Community Aged Care Packages (more information) or flexible care (more information), or
- relatives, guardians or representatives of those receiving care.
The scheme is:
- a free service which seeks to resolve complaints about the health, safety and/or welfare of people receiving aged care
- able to refer issues that may be more appropriately dealt with by others (e.g. police, nurses and medical registration boards), and
- overseen by an independent Aged Care Commissioner.
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:
- an interpreter service
- a TTY (deaf link) phone service, or
- a free and confidential advocacy service.
Representatives of advocacy services may:
- inform the person making the complaint about their rights
- explain what help can be provided, and
- assist them to voice their concerns.
You can make a complaint either by telephone, during business hours, on 1800 550 552 (toll free), in writing to: Aged Care Complaints Investigation Scheme, C/- Department of Health and Ageing, GPO Box 9848 in your capital city, or by submitting an online form on the complaints website.
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:
- support you in speaking out on your own behalf
- speak for you to service providers and other agencies, e.g. the Complaints Investigation Scheme, about your concerns, and
- refer you to other agencies when needed.
Advocacy services can:
- provide you with information and advice about your rights and responsibilities
- support you in being involved in decisions affecting your life
- assist you to resolve problems or complaints about aged care services, and
- promote the rights of older people to the wider community.
Australian Government-funded advocacy services are available to all consumers of aged care services. This includes people who:
- live in an aged care home
- receive a Community Aged Care Package
- receive flexible care
- have been assessed by an Aged Care Assessment Team (ACAT or ACAS in Victoria) (more information)
- used to receive aged care services, or
- are representing the interests of the person receiving aged care services.
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 commisioner 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.
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:
- ACT 1300 654 314
- NSW 1300 888 529
- NT 1800 019 343
- Qld 1300 651 188
- SA 1300 366 424
- Tas 1300 366 611
- Vic 1800 677 402
- WA 1300 650 579
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:
- 1300 369 711 (General enquiries)
- 1300 656 419 (Complaints information line)
- 1800 620 241 (TTY).
Common questions on this topic:
- If I have a complaint and the aged care service provider won't assist, who can help me?
- How does the Aged Care Complaints Investigation Scheme work?
- What can you complain about?
See more common questions on this topic | See all common questions
