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Aged Care Advocacy

A free and confidential service promoting the rights of people receiving aged care services

This publication is available for download in PDF format:

PDF printable version of the Aged Care Advocacy Brochure (PDF 47 KB)

What are the rights of people receiving aged care services?

We all have rights, no matter where we live or how much assistance we need.

If you live in residential aged care or receive aged care services in your own home, you have rights including the right to:

• be in charge of your life, your money and your possessions
• privacy
• be treated with dignity and respect
• good quality care that meets your needs
• be informed about your rights, care, accommodation and fees
• complain and take steps to sort out any problems
• advocacy support

Who supports you and your rights?

If you think your rights are not being respected, you might need support to speak up or complain. There are independent Advocacy Services in each State and Territory that can assist you.

Advocacy Services are community based organisations funded by the Australian Government under the National Aged Care Advocacy Program. Services provided through the Program are free and confidential.

How do Advocates work?

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 action, they will seek your permission.

Advocates can:

• support you to speak out on your own behalf
• speak for you to service providers and other agencies eg the Complaints Investigation Scheme about your concerns
• refer you to other agencies when needed

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What can Advocacy Services do?

Advocacy Services can:

• provide you with information and advice about your rights and responsibilities
• support you to be involved in decisions affecting your life
• assist you to resolve problems or complaints in relation to aged care services
• promote the rights of older people to the wider community

Advocacy Services operate under the National Aged Care Advocacy Program Service Charter.

This publication is available for download in PDF format:

PDF printable version of the National Aged Care Advocacy Program Service Charter (PDF 33 KB)

Who are Aged Care Advocacy Services for?

Advocacy is available for people receiving aged care services.

This includes people who:

• live in residential aged care
• receive a community aged care package (support at home)
• receive flexible care
• have been assessed by an Aged Care Assessment Team (ACAT)
• used to receive aged care services or
• are representing the interests of the person receiving aged care services

Contacting Advocacy Services

You can contact Advocacy Services by phoning the free National Aged Care Advocacy Line on 1800 700 600

Please note this number is not available from mobile phones and in some capital cities - for alternative contact details phone the Aged Care Information Line on 1800 500 853

You can view a list of contact details for State/Territory Advocacy Services on this website.

The National Aged Care Advocacy Program is funded by the Australian Government Department of Health and Ageing.

If you are unhappy with the Advocacy Service

Letting the Advocacy Service know:

If you are unhappy with the advocacy service, each Advocacy Service has an internal system for handling complaings. Details of their Internal Complaints processes are available from the Advocacy Service in your State/Territory.

Complaints to the Department of Health and Ageing:

Complaints which cannot be resolved by the Advocacy Service Internal Complaints process, or complainants who do not wish to use the internal system, can speak with, or write to, the National Aged Care Advocacy Program Manager in the Department of Health and Ageing about their concerns. For more information about this service please contact the Aged Care Information Line and ask for the National Aged Care Advocacy Program Manager on 1800 500 853 (TTY National Relay Service - ask for 1800 500 853).
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