Home > For Consumers > Ageing > Publications

Publications

Information for care recipients, families, representatives and carers about the Aged Care Complaints Scheme.

PDF printable version of I have a concern brochure (PDF 513 KB)

'I have a concern'

"I have a concern. What do I do?"

We encourage you to raise your concern with the aged care provider first. This can achieve a fast and sustainable resolution.

If you cannot resolve your concern with the aged care provider, you can phone the Aged Care Complaints Scheme on 1800 550 552. Our service is free.

We examine concerns about the care or services provided to people receiving Australian Government subsidised residential or community aged care services.

Your concern may relate to care, choice of activities, discrimination, catering, communication or the physical environment.

“Who can raise a concern?”

Anyone can raise a concern.

This includes people receiving care, partners, family, representatives, friends, advocates, staff and volunteers.

If you are raising a concern about the care someone else is receiving, you should make sure the person (or his or her representative) knows about it.

We will examine concerns regardless of a person’s cultural background, disability, gender, sex and gender identity, sexual orientation or any other status. We do not discriminate.

“What happens when I contact the Complaints Scheme?”

Our focus is on resolving your concern.

Please provide as much information as you can when you contact us. This helps us to understand your issues and expectations.

We will select the options most likely to achieve the best outcome, based on the nature of your concern and the risk to the person receiving care.

“What are my options?”

We will explain the process, the resolution options available and what can be achieved.

We can help you to resolve your concern quickly. For example, we can call the aged care provider on your behalf, or give you information to help you raise your concern.

In some cases, we will ask the aged care provider to resolve your concern. We can also use other options, such as conciliation, mediation or investigation.

“Do I need to provide my name?”

No. You can submit your complaint anonymously or confidentially.

However, this can limit what we can do to help, so it is best to submit your concern openly.

We can explain the differences between open, anonymous and confidential complaints when you call.

“Is other support available?”

Advocacy may be able to help you. An advocate can:

• provide you with information about your rights and responsibilities
• help you to raise your issues with us or the aged care provider
• support you at any stage during the complaints process.

Advocacy is free, independent and confidential. An advocate will always seek your permission before taking action.

You can call the National Aged Care Advocacy Line on 1800 700 600. With your permission, we can phone an advocacy agency on your behalf to explain your concerns and arrange for the agency to contact you.

Aged Care Complaints Scheme

Phone 1800 550 552*

If you are deaf or have a hearing or speech impairment, we can help through the National Relay Service. Call 1800 555 677 and ask for 1800 550 552.

If you need an interpreter, we can help through the Translating and Interpreting Service. Call 131 450 and ask for 1800 550 552.

For information about aged care, phone 1800 200 422*

Write to us:

Aged Care Complaints Scheme
Department of Health and Ageing
GPO Box 9848 (In your capital city)

Website:

agedcarecomplaints.govspace.gov.au

* 1800 calls are free from fixed lines; however calls from mobiles may be charged.

Disclaimer: Under the Aged Care Act 1997, the Aged Care Complaints Scheme can use any information it receives to help it perform its regulatory functions. The Scheme has procedures in place to ensure that personal information is protected against misuse and is not unlawfully disclosed.

All information in this publication is correct as of August 2011.