Australian Government Directory of Services for Older People 2012-2013
Where to go for help
Table of contents
Administrative Appeals Tribunal
The Administrative Appeals Tribunal is a statutory body that reviews a broad range of administrative decisions made by the Australian Government, including ministers and officials, authorities and other tribunals. Examples of decisions reviewed by the Tribunal include decisions made by:- the Department of Human Services that have been reviewed by the Social Security Appeals Tribunal
- the Australian Taxation Office in relation to assessment of income tax
- the Department of Veterans’ Affairs, the Repatriation Commission and the Veterans’ Review Board relating to veterans’ entitlements
- Comcare under Commonwealth workers’ compensation law.
The Tribunal has an Outreach Program which provides information to some self-represented applicants and can arrange a free interpreter if necessary.
To find out more about the Outreach Program, contact your local Tribunal Registry. The phone number below will automatically connect you to the closest Registry for the cost of a local call.
If you are deaf or have a hearing or speech impairment, portable hearing loop systems are available on request, to use at our office counters and in conferences and hearing rooms.
Phone: 1300 366 700 (Administrative Appeals Tribunal)
1300 555 727 (speak and listen)13 36 77 (TTY)
Email: Administrative Appeals Tribunal
Website: Administrative Appeals Tribunal at www.aat.gov.au
Postal: Administrative Appeals Tribunal
GPO Box 9955
in your capital city (except for Northern Territory residents, who should write to Brisbane)
Aged Care Advocacy Services
The Australian Government funds aged care advocacy services under the National Aged Care Advocacy Program (NACAP) in each state and territory to give independent advice about your rights and to help you exercise your rights. These advocacy services, which are operated by community-based organisations, encourage policies and practices that protect consumers.The NACAP also provides training to Australian Government-subsidised aged care organisations and their staff so they can support the rights of aged care recipients.
Advocacy services are available to consumers or potential consumers, their representatives and families of Australian Government-subsidised aged care.
Phone: 1800 700 600 (National Aged Care Advocacy Line)
Website: Department of Health and Ageing at www.health.gov.au/agedcareadvocacy
Aged Care Commissioner
If you have made a complaint to the Aged Care Complaints Scheme (see below) and you are dissatisfied with the Scheme’s decision, or the way the Scheme has handled your complaint, you can appeal the decision and/or make a complaint to the Office of the Aged Care Commissioner. The Commissioner can also deal with complaints about how the Aged Care Standards and Accreditation Agency Ltd conducts itself with regard to the accreditation of Commonwealth subsidised aged care services. This includes the power to examine complaints about the conduct of a person carrying out an accreditation audit or assessment contact, but does not include the power to examine complaints about accreditation decisions.Phone: 1800 500 294 (Aged Care Commissioner)
Email: Office of the Aged Care Commissioner
Website: Office of the Aged Care Commissioner at www.agedcarecommissioner.net.au
Postal: The Aged Care Commissioner
Locked Bag 3
Collins Street East
Melbourne VIC 8003
Aged Care Complaints Scheme
The Aged Care Complaints Scheme is a free service available to anyone who wishes to provide information or raise a complaint or concern about an Australian Government-funded aged care service, including residential aged care homes, community aged care packages and flexible care.Phone: 1800 550 552 (Aged Care Complaints Scheme)
Website: Department of Health and Ageing at www.health.gov.au/oacqc (an online complaints form is available)
Postal: Aged Care Complaints Scheme
C/- Department of Health and Ageing
GPO Box 9848
in your capital city
Australian Human Rights Commission
The Australian Human Rights Commission administers Australian Government laws about human rights and discrimination, which are the Racial Discrimination Act 1975, the Sex Discrimination Act 1984, the Age Discrimination Act 2004, the Disability Discrimination Act 1992 and the Australian Human Rights Commission Act 1986.The Australian Human Rights Commission can investigate complaints of discrimination, harassment and bullying based on a person’s:
- sex, including pregnancy, marital status, family responsibilities and sexual harassment
- disability, including:
- temporary and permanent disabilities
- physical, intellectual, sensory or psychiatric disabilities, diseases or illnesses
- medical conditions
- work-related injuries
- past, present and future disabilities
- association with a person with a disability
- race, including colour, descent, national or ethnic origin, immigrant status and racial hatred
- age, covering young people and older people
- sexual preference, criminal record, trade union activity, political opinion, religion or social origin (in employment only).
The Age Discrimination Act 2004 was amended in May 2011 to create an office for an Age Discrimination Commissioner within the Australian Human Rights Commission.
The Age Discrimination Commissioner is responsible for raising awareness of age discrimination, educating the community about the impact of age discrimination, and monitoring and advocating for the elimination of age discrimination across all areas of public life.
Phone: 1300 656 419 (Complaint Information Line)1800 620 241 (TTY)
Email: Complaints at Australian Human Rights Commission
Website: Australian Human Rights Commission at www.humanrights.gov.au
Postal: Australian Human Rights Commission
GPO Box 5218
Sydney NSW 2001
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Commonwealth Ombudsman
If you think you have been unfairly treated by an Australian Government department or agency, you can make a complaint to the Commonwealth Ombudsman’s office. The Ombudsman can also look at services delivered by contractors for the Australian Government.The Ombudsman investigates complaints about decisions or actions of Australian Government agencies. Examples include:
- processing of Department of Human Services or Veterans’ Affairs payments or cards
- handling of aged care matters by the Department of Health and Ageing
- Australia Post’s handling of your mail
- handling of your matter by ComSuper, APRA (the government agency responsible for superannuation), or the Australian Taxation Office
- difficulties getting information from government agencies, unfair treatment or delays in processing.
SMS: 0413 COM OMB (0413 266 662) (Commonwealth Ombudsman)
Email: Commonwealth Ombudsman
Website: Commonwealth Ombudsman at www.ombudsman.gov.au
Postal: Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601
Fair Work Australia
Fair Work Australia is the national workplace relations tribunal. It is an independent body with power to carry out a range of functions relating to:- the safety net of minimum wages and employment conditions
- enterprise bargaining
- industrial action
- dispute resolution
- termination of employment
- other workplace matters.
Email: Fair Work Australia
Website: Fair Work Australia at www.fwa.gov.au
Postal: Fair Work Australia
GPO Box 1994
Melbourne VIC 3001
Fair Work Ombudsman
The Fair Work Ombudsman is the central point of contact for free advice and information about workplace rights and obligations for both employers and employees. We can advise you about:- minimum pay, leave and conditions
- modern awards
- the National Employment Standards
- record-keeping and pay slip obligations
- redundancy and termination
- workplace discrimination and more.
Phone: 13 13 94 (Fair Work Infoline)
Website: Fair Work Ombudsman at www.fairwork.gov.au
Postal: Fair Work Ombudsman
GPO Box 9887
In your capital city
Federal Court of Australia
The Federal Court has jurisdiction over many matters arising under Australian federal law. The Court can hear cases in relation to human rights (including age discrimination), bankruptcy, native title, workplace relations, trade practices, intellectual property and consumer protection.It also has the power to review some Australian Government administrative decisions in areas such as social security, immigration and taxation.
If you have a human rights complaint or want to seek a review of a government decision, you must first go to the Australian Human Rights Commission or the relevant Tribunal (such as the Administrative Appeals Tribunal). If, after doing this, you are dissatisfied with the outcome, you can then apply to the Federal Court.
The Federal Court has a registry in the capital city of each State and Territory.
Phone: (02) 9230 8567 (NSW District Registry, Sydney)
(03) 8600 3333 (Vic District Registry, Melbourne)
(07) 3248 1100 (Qld District Registry, Brisbane)
(08) 9268 7100 (WA District Registry, Perth)
(08) 8219 1000 (SA District Registry, Adelaide)
(03) 6232 1615 (Tas District Registry, Hobart)
(02) 6267 0666 (ACT District Registry, Canberra)
(08) 8941 2333 (NT District Registry, Darwin)
(02) 9230 8567 (Principal Registry, Sydney)
Email: Federal Court of Australia
Website: Federal Court of Australia at www.fedcourt.gov.au
Postal: Federal Court of Australia
Principal Registry
Level 16 Law Courts Building
Queens Square
Sydney NSW 2000
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Federal Magistrates Court of Australia
The Federal Magistrates Court of Australia is a lower level federal court that provides a simple and accessible alternative to litigation in the federal court system.The jurisdiction of the Court includes family law and child support, administrative law, admiralty law, bankruptcy, copyright, discrimination, industrial law, migration, privacy and trade practices.
If you have a human rights complaint or want to seek a review of a government decision, you must first go to the Australian Human Rights Commission or the relevant Tribunal (such as the Administrative Appeals Tribunal). If, after doing this, you are dissatisfied with the outcome, you can apply to the Federal Magistrates Court.
The Court is located in all capital cities and some major regional locations. It also conducts regular sittings (known as circuits) throughout rural and regional Australia.
Phone: 1300 352 000 (Federal Magistrates Court of Australia)
Email: Family Law Courts
Websites: Federal Court of Australia at www.fedcourt.gov.au
Family Law Courts at www.familylawcourts.gov.au
Postal: Federal Magistrates Court of Australia
National Support Office
GPO Box 9991
Canberra ACT 2601
Migration Agents Registration Authority
The Office of the Migration Agents Registration Authority (Office of the MARA) is a discrete office attached to the Department of Immigration and Citizenship. The Office of the MARA regulates migration agents in Australia to protect clients, ensure consumers receive sound immigration assistance, and improve confidence in registered migration agents. If you need assistance with an immigration related matter and want to find advice on choosing a registered migration agent, the Office of the MARA can help. Unregistered agents in Australia who provide immigration assistance are breaking the law.
The Office of the MARA ensures that only suitable people are registered as migration agents. All registered migration agents must follow the Code of Conduct and stay up-to-date with immigration laws and policies.
If you believe you have concerns about your registered migration agent, you can contact the Office of the MARA for free advice and assistance. Complaining about your agent to us will not affect your visa application.
Phone: 1300 226 272 (Office of the Migration Agents Registration Authority)
Email: Migration Agents Registration Authority
Website: Migration Agents Registration Authority at www.mara.gov.au
Postal: Office of the Migration Agents Registration Authority
PO Box Q1551
QVB NSW 1230
MoneySmart website
MoneySmart is the consumer website of the Australian Securities and Investments Commission (ASIC). ASIC is the consumer protection regulator for financial services. In this role, ASIC protects investors, superannuants, depositors and insurance policy holders. ASIC also regulates and enforces laws that promote honesty and fairness in financial products and services, in financial markets and in Australian companies. The MoneySmart website provides financial tips and safety checks. It is also the place to search for unclaimed money.Phone: 1300 300 630 (Australian Securities and Investments Commission)
Email: Australian Securities and Investments Commission
Website: MoneySmart at www.moneysmart.gov.au
Postal: Australian Securities and Investments Commission
GPO Box 9827
Sydney NSW 2001
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Office of the Australian Information Commissioner
The Office of the Australian Information Commissioner is an independent Australian Government agency which has responsibilities under the Australian Information Commissioner Act 2010, the Freedom of Information Act 1982 (the FOI Act) and the Privacy Act 1988. It investigates complaints about the actions of agencies under the FOI Act and provides independent merit reviews of FOI decisions by Australian Government and Norfolk Island agencies and ministers. It also investigates complaints from individuals against Australian, ACT and Norfolk Island government agencies and private sector organisations regarding breaches of the Privacy Act 1988.The Office of the Australian Information Commissioner has an Enquiries Line, which operates between 9 am and 5 pm (AEST) Monday to Friday.
Phone: 1300 363 992 (Enquiries Line)
TTY: 1800 620 241 (for people with hearing impairments)
Fax: +61 2 9284 9666
Email: Office of the Australian Information Commissioner
Website: Office of the Australian Information Commissioner at www.oaic.gov.au
Private health insurance enquiries and complaints
The role of the Private Health Insurance Ombudsman (PHIO) is to protect the interests of consumers in relation to private health insurance. The PHIO carries out this role in a number of ways, including its independent Australia-wide complaints handling service, and its consumer education and advice services (including the consumer website at www.PrivateHealth.gov.au)The PHIO’s role and functions are set out in Sections 230–256 of the Private Health Insurance Act 2007.
PHIO deals with inquiries and complaints about any aspect of private health insurance.
It provides advice to the health insurance industry, the government and consumers. It also publishes independent information about private health insurance and the performance of health funds.
PHIO is independent of private health insurers, private and public hospitals and health service providers.
Phone:1800 640 695 (PHIO complaints hotline)
1300 737 299 (private health insurance enquiries)
Email: Private Health Insurance Ombudsman
Website: Private Health Insurance Ombudsman at www.phio.org.au
PrivateHealth at www.privatehealth.gov.au
Postal: Suite 2, Level 22
580 George St
Sydney NSW 2000
Social Security Appeals Tribunal
The Social Security Appeals Tribunal (SSAT) is a statutory body established to review decisions made by the Department of Human Services.The SSAT’s statutory objective is to provide a mechanism of review that is fair, just, economical, informal and fast.
The SSAT may agree with the original decision, vary the original decision or replace the original decision with a new decision.
Phone: 1800 011 140 (Social Security Appeals Tribunal)
1800 060 116 (TTY)
13 14 50 (Translating and Interpreting Service)
Email: Social Security Appeals Tribunal
Website: Social Security Appeals Tribunal at www.ssat.gov.au
Postal: Social Security Appeals Tribunal
GPO Box 9943
in your capital city
Superannuation Complaints Tribunal
The Tribunal is an independent dispute resolution body which deals with a diverse range of superannuation-related complaints and offers a free, user-friendly alternative to the court system.The Tribunal deals with complaints relating to decisions and conduct of trustees, insurers, and other decision makers in relation to regulated superannuation funds, approved deposit funds, annuities, life policy funds and Retirement Savings Accounts.
The Tribunal cannot deal with your complaint until you have complained to your fund.
Phone: 1300 884 114 (Inquiries and complaints)
Email: Superannuation Complaints Tribunal
Website: Superannuation Complaints Tribunal at www.sct.gov.au
Postal: Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001
Travelling abroad
Each year thousands of older Australians travel abroad. Most of them will not experience any difficulties, but some will.When you travel abroad, you leave behind Australia’s support systems, like emergency services and medical facilities.
The Australian Government will do what it can to help Australians in difficulty overseas, but there are legal and practical limits to what can be done to assist travellers in other countries and you should have realistic expectations about this before you travel abroad.
Here are a few hints to ensure you have a safe trip:
- If you are travelling in an organised tour group, find out what arrangements are made on your behalf and what you need to arrange for yourself.
- Do some research on your destinations and make sure you have the necessary documentation, information and items. You can read the latest travel advice for your destination at Smart Traveller website at www.smartraveller.gov.au. If you don’t have internet access, you can call 1300 139 281 for assistance.
- Make sure that you organise comprehensive travel insurance and that you fully understand what your insurance policy covers.
- Register your details with the Department of Foreign Affairs and Trade (DFAT) so that if there is an emergency, DFAT can get in contact with you. It also enables DFAT to contact your family and friends (if you give your consent) should you experience difficulties.
- If you are travelling with medication, make sure it is legal in the countries you are visiting. If you need to travel with large quantities of medication, it is good practice to separate the quantity between your bags, in case some go missing. Keep all medication in the original, labelled container to avoid customs problems. Carry a letter from your doctor explaining what the medication is and stating it is for your own use.
Phone: 24 hour Consular Emergency Centre (CEC)
+61 2 6261 3305 (outside Australia)
or 1300 555 135 (within Australia)
Website: Smart Traveller at www.smartraveller.gov.au
Veterans’ Review Board
If you are unhappy with a decision about your entitlement or payment of your Disability Pension, War Widow(er)s Pension or Attendant Allowance, you can apply to Veterans’ Review Board for a review of your case. The Board reviews these types of decisions and is independent of the Repatriation Commission, the Military Rehabilitation and Compensation Commission and Department of Veterans’ Affairs (DVA).Hearings are held in each capital city except Darwin and are sometimes held in various regional centres. You do not have to attend the hearing, but the members considering your review might find it helpful to talk to you personally or on the phone.
You can apply to DVA to be reimbursed for the costs of obtaining medical evidence, and for some travel expenses.
Phone: 1300 550 460 (veterans—capital city callers)
1800 550 460 (veterans—regional callers)
Website: Veterans’ Review Board at www.vrb.gov.au