Raising an aged care concern
This page provides details on your rights under the new Aged Care Act and who you can contact to address any concerns you may have regarding your aged care.
Back to topYour aged care rights
As someone receiving government-funded aged care services, you have the right to receive high-quality care that is safe, fair and respectful. Good quality care requires respect, honest communication and teamwork from everyone involved.
On 1 November, the new Aged Care Act commenced, along with the introduction of a new Statement of Rights. This outlines your rights when accessing government-funded aged care services in your own home, community or residential aged care home.
It gives you the right to:
- make your own decisions about your life
- have your decisions respected
- access information to help inform your decision making
- be supported while making decisions if required
- communicate your wishes, needs and preferences
- feel safe and respected
- have your culture and identity respected
- stay connected with your community.
Aged care providers need to deliver aged care services in line with the Statement of Rights.
To learn more about the new rights-based Aged Care Act, visit:
Back to topHow to get help and raise concerns about aged care services
If you would like to raise a concern or lodge feedback about an aged care service, you should raise this with the service provider in the first instance. This is often the easiest and quickest way to a productive resolution. Raising concerns is safe, easy and service providers can't punish anyone in their care for making a complaint.
If you don’t feel confident talking to your provider about a complaint you can call the Aged Care Advocacy Line (1800 700 600) for support. The Aged Care Advocacy program is delivered by the Older Persons Advocacy Network (OPAN) and they offer this free and confidential service to help older people or people who support them to understand your rights support you to raise your concerns with your provider.
If you feel your concern is not adequately resolved with the provider, you can contact the Aged Care Quality and Safety Commission (ACQSC) to make a complaint or provide feedback. Visit the ACQSC website and read on below for more information on how they can help.
Complaints can be made directly to ACQSC or:
- the Department of Health, Disability and Ageing
- an aged care provider or worker
- a responsible person of an aged care provider – such as a CEO or Board Member
- a police officer
- an advocate
Aged Care Quality and Safety Commission
The ACQSC is the national end-to-end regulator of aged care services focusing on delivering a world-class sector that safeguards the welfare and rights of older Australians. Its vision is for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life.
When an older person (or someone connected to them) believes their rights have been breached, they can raise this with their provider. They can also make or escalate a complaint directly to the Commission.
Raising concerns should be safe and easy. Service providers are not allowed to punish anyone for making a complaint. Raise your concern or complaint with your service provider first if you can. This is often the easiest and quickest way to resolve things.
If you need help with your complaint, anyone can make a complaint to ACQSC, including:
- people who use aged care
- family, friends, representatives and carers of people who use aged care
- aged care staff and volunteers
- health and medical professionals.
If you're raising a concern or making a complaint on behalf of someone else, make sure they or their representative knows this. They have a right to know about your concerns and be involved.
For more information or to make a complaint:
- go online at the ACQSC and visit the what to do if you have a complaint webpage
- call 1800 951 822 Monday to Friday between 9am – 5pm (AEST).
National Aged Care Advocacy Program
The National Aged Care Advocacy Program provides free, independent and confidential information and advocacy support to older people, their family and carers. The program is delivered by OPAN, which has member organisations in every state and territory.
OPAN advocates provide information and support older people’s need for better aged care. They help tens of thousands of older people resolve their issues with government-funded aged care services each year.
You can also watch OPAN’s webinar – Understanding complaints, open disclosure and more to better understand effective complaints handling as well as what happens when things go wrong with aged care services.
Older people, families and carers often call OPAN when they:
- are finding it difficult to access aged care services
- have a concern about their aged care services
- don’t feel like their aged care services are meeting their needs
- want to make a complaint
If you need more information or want support:
- Call OPAN on 1800 700 600
- Complete OPAN’s online request form
- visit the Advocacy support in aged care webpage, or the OPAN website
How to get help and raise concerns about DVA services
You can raise concerns about DVA service (such as Veterans’ Home Care, Community Nursing or Household Services and Attendant Care).
Veterans’ Home Care
If you are dissatisfied with your Veterans’ Home Care (VHC) service, you should call your:
- VHC service provider using the number on your VHC Care Plan and discuss your dissatisfaction.
- VHC assessment agency via 1300 550 450 and explain the situation if you believe your issue has not been resolved by the VHC service provider.
You can find out more about your rights and responsibilities by referring to the ‘Veterans’ Home Care Services Client Rights and Responsibilities’ information sheet. This can be viewed online and a copy will also be with your VHC Care Plan.
You can also provide feedback about your experience with DVA, either positive or negative, by filling out the online form, contacting 1800 VETERAN (1800 838 372) or emailing feedback@dva.gov.au. For more information and to access the online form, you can visit the Feedback | Department of Veterans' Affairs webpage.
Community Nursing, Household Services, Attendant Care and other feedback
If you have any concerns about your care, in the first instance you should contact your Community Nursing, Household Services or Attendant Care provider. If you believe your issue has not been addressed after a reasonable period of time, you can contact DVA regarding your concerns by phoning 1800 VETERAN (1800 838 372), or by filling out the online form or emailing feedback@dva.gov.au For more information and to access the online form, you can visit the Feedback | Department of Veterans' Affairs webpage.
Back to topElder abuse
Elder abuse has been defined by the World Health Organization as ‘a single, or repeated act, or lack of appropriate action, occurring within any relationship where there is an expectation of trust which causes harm or distress to an older person’.
Elder abuse can take various forms, including financial, physical, psychological, emotional and sexual abuse, or neglect. No older person should be subjected to any form of abuse. Elder abuse is a crime.
Abuse can be deliberate or unintentional. It can occur once or many times. Abuse does not have to be physical – misusing an older person’s money or threatening to restrict access to friends and family can cause immeasurable and lasting damage to an individual and their family. It can also lead to older people needing more help from the health and aged care systems, government benefits, and other services.
Five commonly recognised forms of abuse of older people
Physical abuse
Is an act that causes physical pain or injury to an older person. It can include, but is not limited to, actions such as hitting, pushing or kicking. Inappropriate use of drugs or physical restraints is also an example of physical abuse.
Financial abuse
Is the misuse or theft of an older person’s money or assets. It can include but is not limited to, behaviours such as using finances without permission, using a legal document such as an enduring power of attorney for purposes outside what it was originally signed for, withholding care for financial gain, or selling or transferring property against a person’s wishes.
Sexual abuse
Is sexual behaviour without a person’s consent. It includes sexual interactions and non-contact acts of a sexual nature.
Psychological or emotional abuse
Is an act that causes emotional pain or injury to an older person. It can include insulting or threatening a person, acts of humiliation or disrespect, and controlling behaviours including confining or isolating a person.
Neglect
Is the failure to meet a person’s basic needs such as food, housing and essential medical care.
Cultural Abuse
In a First Nations context, cultural abuse can occur where service system interventions require a person to move away from Country to receive, for example, healthcare, or where a person is denied access to culture and connection to their family and community. It can also be linked to cultural obligations around sharing and maintaining family bonds, which can increase the risk of financial abuse or humbugging.
Elder abuse phone line
1800 ELDERHelp (1800 353 374) is a free phone number that automatically redirects callers seeking information or advice on elder abuse to their state or territory phone service.
Elder abuse phone lines are not crisis support services, and operating hours and services vary across jurisdictions.
If you require immediate assistance in an emergency or life-threatening situation, contact Triple Zero (000).
If you feel comfortable, you can talk with your aged care service provider, the nursing staff or a manager of your aged care home or a trusted family member or friend.
To raise concerns about your aged care support, visit the What to do if you have a complaint webpage or call 1800 951 822.
Back to topHelp accessing aged care services
It’s no secret aged care can be confusing and it’s often difficult know where to start. You don’t have to do it alone. There are many services available through the government as well as independent services that can support you on your aged care journey.
The Help Accessing Aged Care Services page provides information on available support. There are also further support services to help you understand and navigate aged care. You can explore these options by visiting the Getting support in aged care webpage on the My Aged Care website.
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