Better health and ageing for all Australians

Aged Care Complaints

Aged Care Complaints Scheme

The Aged Care Complaints Scheme is available to anyone who has a complaint or concern about an Australian Government-subsidised aged care service (residential or community care).

In this section:

Do you have a concern or want to make a complaint?

Most Australian approved aged care providers do their best to provide quality care and services for older Australians. However, issues can occur so it is important to have a way for people to raise their concerns in a constructive and safe way.

If you have a concern about the care you or someone else is receiving, it is important that you talk about it. Complaints can help approved providers improve the services and quality of care they provide to you or your loved one, so one complaint can help other people too.

On this page:

Raising your concern with the approved provider

We encourage you to raise your concern with the approved provider first, if you feel comfortable to do so. Resolution at the provider level can deliver a faster and more sustainable outcome. You can arrange to have an advocate with you to support you at meetings with the aged care provider.
Top of page

Lodging a complaint with the Aged Care Complaints Scheme

If you don’t want to discuss your concern with the approved provider or you are unable to resolve your complaint with them, you can contact the Aged Care Complaints Scheme (the Scheme) on 1800 550 552. You can also lodge a complaint online.

Go to the Aged Care Complaints Scheme News website for more information.

What can you complain about?

We provide a free service for people to raise their concerns about the quality of care or services being delivered to people receiving residential or community aged care services that are subsidised by the Australian Government. This includes quality of care, choice of activities, personal care, catering, communication and the physical environment.

We can refer complaints that fall outside of our scope to other organisations. If you lodge a complaint with us and we can’t help you, we will tell you why and who you can contact.

Who can make a complaint?

Anyone can make a complaint, including:
  • care recipients
  • their representatives
  • family members
  • friends
  • legal representatives
  • aged care staff
  • volunteers
  • health professionals.

What types of services are covered by the Scheme?

We examine complaints about the following Australian Government subsidised aged care services:
  • residential aged care
  • community aged care packages (CACP)
  • extended aged care at home pages (EACH)
  • extended aged care at home - dementia packages (EACHD).

What happens after you lodge a complaint?

When you lodge a complaint with us, we will explain the process, your options and what can be achieved through those options. You may be asked to clarify your issues, provide acceptable evidence and discuss your expectations.

Please provide as much information as you can when you lodge your complaint. This helps us to understand all the issues and determine the most appropriate way to resolve your concern.

The Complaints Principles 2011 made under the Aged Care Act 1997 contain detailed procedures regarding the operation of the scheme.

Follow this link to the scheme's Privacy Statement.
Top of page

Asking for a review of a decision or process

If you are not satisfied with the Aged Care Complaints Scheme’s decision or how the Scheme handled your complaint, you can contact the Aged Care Commissioner to ask for a free review. The Aged Care Commissioner is independent to the Scheme.

Phone 1800 500 294 (a free call from fixed lines; calls from mobiles may be charged)
Website www.agedcarecommissioner.net.au
Fax (03) 9663 7369
Email info@agedcarecommissioner.net.au
Top of page

Frequently asked questions

For answers to frequently asked questions about the Scheme go to the Aged Care Complaints Scheme News website.
Top of page

Contacting an advocacy service

You may want to talk to someone independently about your concerns and options. Or, you may feel uncomfortable speaking to the aged care provider on your own. If so, advocacy may be able to help you.

An advocate can:
  • provide you with information about your rights and responsibilities
  • help you resolve your problem with the aged care provider, including speaking for you if you want them to
  • listen to your concerns about the complaints process.

Advocacy services are free, confidential and independent. Services are available in each state and territory.

You can call Aged Care Advocacy directly on 1800 700 600 or with your permission we can phone an advocacy service on your behalf to explain your concerns and arrange for the service to contact you. To learn more about what advocacy is and what advocacy agencies do, visit the Advocacy Services for Older People website.
Top of page

Reforms to the Aged Care Complaints Scheme

The Australian Government is strengthening the Scheme’s capacity to respond to complaints about Australian Government subsidised aged care services.

Proposed reforms include expanding the range of resolution options; encouraging local resolution, where possible; early risk assessment of complaints; improved communication; and strengthened internal procedures.

Reforms will be delivered through to 2013–14, with many improvements to be rolled out in 2011-12.

Go to the Aged Care Complaints News website for more information about the reforms, progress, provide feedback and to receive regular updates.

The Aged Care Complaints Scheme reforms are part of the Australian Government’s broader national health reform agenda which aims to deliver better health outcomes for Australians. Register on www.yourhealth.gov.au to receive regular updates on the implementation of national health reform.

Top of page

Latest information about the Scheme

The Aged Care Complaints Scheme News website is your best source for up to date information about the Scheme.

Through this website, we aim to:
  • keep aged care consumers, providers and stakeholders up to date on progress implementing reforms to the Scheme
  • provide easy-to-understand information about the complaints process
  • address topics of interest for care recipients, families, representatives, aged care providers and staff.
The website is also an important channel for us to hear from you about what we can do to improve our service and the information we provide.
Top of page

Order printed products and view reports

We offer a number of printed and online resources for care recipients, families and friends, medical and health professionals, aged care providers and staff. You can view and order resources online.

You can also view the latest Report on the Operation of the Aged Care Act 1997 (ROACA) online.
Top of page