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How to make a complaint about a community care service
It’s not always easy to complain about how a service is provided. You may have concerns about the way staff treats you or the person you care for, or you may think the service is inadequate. Added to this, many people believe that if they complain there might be some form of retribution. This should not be the case and, in most cases, does not happen.
Even if a service is free or involves only a small fee, you still have the right to complain. Also, it’s worth remembering that complaints can actually help improve services, not just for yourself, but for others.
If you want to make a complaint you may wish to:
- approach the service provider directly about your concern
- ask to speak to a senior person at the service
- ask if there is a complaints policy for the service
- put your complaint in writing, and
- consider having someone to support you to raise your concerns.
Alternatively, you can seek help outside the service through the following contacts:
- Aged Care Complaints Investigation Scheme (more information)
- Aged Care Advocacy Services (more information)
- Home and Community Care (HACC) (more information) ,
- Community Aged Care Package (CACP) (more information) ,
- Extended Aged Care at Home (EACH) (more information) and
- Extended Aged Care at Home Dementia (EACH D) (more information)
- Aged Care Assessment Teams (more information)
- Day Therapy Centres (more information)
Aged Care Complaints Investigation Scheme
The Aged Care Complaints Investigation Scheme, overseen by the Aged Care Commissioner, is a free service that seeks to resolve complaints about the health, safety and/or welfare of people receiving Australian Government – funded aged care at home. The scheme is available to you and your relatives, guardians or representatives and can be contacted by calling 1800 55 552.
If you have any concerns about the care being provided, it is often best to raise your concerns, in the first instance, with the service provider. Some problems can be quickly and easily fixed. However, if you’re unable to resolve the issue, or prefer not to complain directly to the provider, you can directly contact the Complaints Investigation Scheme.
Contacting the scheme does not oblige you to lodge a complaint, rather, it provides an opportunity to discuss issues with a trained officer. The officer will explain the scheme’s processes and inform you of the other options to help you, including advocacy services. Complaints can be made openly or confidentially, or you can provide information anonymously.
Where a complaint is accepted, the scheme will, in most cases, try to resolve your concerns by helping to negotiate a suitable outcome. If this is not successful, a trained mediator can be involved and, if necessary, a Complaints Investigation Committee hearing may be held.
The scheme is overseen by an independent Aged Care Commissioner who can also deal with any complaints about the scheme.
A national toll-free telephone number is available to ensure Australia-wide access to the scheme: 1800 550 552.
Aged Care Advocacy Services
Another route for help understanding your rights is through an advocacy service available in each state or territory. These services can help you understand the information you’re given, and can also speak to the service provider on your behalf if you feel that your rights are not being respected. For more information on your rights, see the Charter of Resident’s Rights and Responsibilities (more information).
Read more: About the Charter of Resident’s Rights & Responsibilities
An advocacy service provides advice and support, and represents people receiving aged care. This includes people who:
- receive high-level care (nursing home) or low-level care (hostel)
- 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.
Try the Department of Health and Ageing Aged Care Advocacy website for more information.
Home and Community Care (HACC), Community Aged Care Package (CACP), Extended Aged Care at Home (EACH) and Extended Aged Care at Home Dementia (EACH D)
Every HACC, CACP, EACH and EACH D service must have a mechanism in place to deal with your complaint, and your service provider should explain this policy to you. If you’re unhappy with the service you’re receiving, the best place to start is with your service provider. If you’re still not happy after talking to your service provider, you have the right to take things further. To make a complaint about a HACC service, call the HACC contact in your state or territory. For all other programs, contact the Aged Care Complaints Investigation Scheme.
Aged Care Assessment Teams
Although funded by the Australian Government, day-to-day management of the Aged Care Assessment Program is administered by state and territory governments and is therefore covered by state government complaints procedures.
If you have a complaint relating to the conduct or operation of individual ACATs or an ACAT member, you should ideally refer to the ACAT in the first instance. For example, if you’re not satisfied with an assessment outcome, you can appeal against the decision.
Each ACAT has procedures in place to work through your complaint with you.
If the complaint cannot be resolved at this level, you can direct it to the relevant state or territory department in its capacity as the ACAT employer.
Day Therapy Centres
As with ACATs, if you’re unhappy with the service you receive from a Day Therapy Centre, the best place to refer to is with the centre itself. All centres should have a mechanism in place for you to make a complaint. They should handle all complaints promptly, fairly and confidentially.
Common questions on this topic:
- How can I complain about a publicly-funded aged care service?
- I'm not confident of talking with people when it might be a difficult or complex conversation. Is there anyone who can support me if I have a concern about an aged care home?
- What can you complain to the Aged Care Complaints Investigations Scheme about?
See more common questions on this topic | See all common questions
