Office of Aged Care Quality and Compliance (OACQC)

Aged Care Complaints Investigation Scheme

Brochure about the Aged Care Complaints Investigation Scheme

You may download this document in PDF format:

Aged Care Complaints Investigation Scheme (PDF 229 KB)

A measure of any society is how it looks after its elderly.

The Aged Care Complaints Investigation Scheme investigates complaints and concerns about Australian Government-subsidised aged care including residential (hostel or nursing home) and community care.

Anyone can contact us with a concern – care recipient, family member, care provider, staff member, GP etc. Complaints can be made openly, anonymously or your name can be kept confidential.

Your concern or complaint can be about anything that affects the quality of care for aged care recipients, such as care, catering, hygiene, security, activities, choice, comfort, safety, neglect or financial matters.

Our service is free and confidential.

What should I do if I have a complaint or concern?

1. You may want to talk to your aged care manager first – some issues can be resolved easily. Aged care providers must have a complaints investigation process in place. Residential aged care providers also have to report incidents of sexual or serious physical assault to the Police and the Aged Care Complaints Investigation Scheme.

2. If you're uncomfortable doing this, or aren't happy with what has happened with your complaint, contact the Aged Care Complaints Investigation Scheme directly. We have experienced staff in every state who will discuss options and may be able to investigate your concerns.

Care is essential to the wellbeing of older Australians.

Our role is to:

• listen to your concerns;
• explain how the Scheme works;
• deal with any information we receive quickly, consistently and seriously;
• refer issues that may be best dealt with by others (like the police, nurses and medical registration boards);
• provide you with contact details for a free and confidential advocacy service, if required;
• investigate your concerns;
• keep you up to date on how your concern is being handled; and
• provide you with a response in writing.

To make this easier we can provide access to:

• a TTY (Deaflink) phone service;
• an interpreter service; or
• an advocacy service that can give you information on your rights and provide support.

How can I contact The Scheme?

1800 550 552
8.30 am-5.00 pm weekdays,
10.00 am-5.00 pm AEST weekends and public holidays. After hours calls will be returned as quickly as possible.

Aged Care Complaints Investigation Scheme
Department of Health and Ageing
GPO Box 9848
In your Capital City

www.health.gov.au/oacqc

The Aged Care Complaints Investigation Scheme is a service provided by the Office of Aged Care Quality and Compliance, in the Australian Government's Department of Health and Ageing.

Play your part to ensure the highest standard of care

Disclaimer: The Investigation Principles made under the Aged Care Act 1997 contain detailed provisions regarding the operation of the Aged Care Complaints Investigation Scheme. This brochure contains a summary only of these detailed provisions and should not be relied on as a substitute for legal advice.
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