If you've made a complaint about an aged care provider, you have rights.
If you disagree with our decision about your complaint, you can ask us to review it.
If you're not satisfied with our service or how we've dealt with your matter, you can make a complaint to us.
You can also ask the Commonwealth Ombudsman to review how we managed your complaint.
Internal reviews
You or the provider can ask us to review our decisions. This includes if we decide to take no further action or end the resolution process.
There are exceptions. We can't review a decision if:
- you complained anonymously
- you're satisfied with the outcome and agree to close your complaint. You can contact us to lodge a new complaint if the situation changes.
- you withdrew your complaint.
A review officer will look at the decision. This will be someone not involved in dealing with the original complaint.
We'll set it aside if the review officer finds the original decision incorrect. We'll then work with you and the service provider to try and resolve the issue.
If the original complaint decision was correct, we won't re-open the complaint.
We'll let you know the outcome either way.
We can only review a decision once.
Request a review
If you want us to review our decision, you must:
- contact us within 42 days of receiving our decision letter
- tell us why you're asking for a review.
To request a review, you can:
- phone us: 1800 500 294
- email us: complaintsreviews@agedcarequality.gov.au
- write to us:
GPO Box 9819
Melbourne
VIC 3001.
More information
For more on your review rights, read our fact sheet.
If you still need help, please call 1800 500 294 and ask to speak to a review manager. You can also email us at complaintsreviews@agedcarequality.gov.au.
Complaints about the Commission
We welcome all feedback about our services, including how we handle complaints. If you want to raise a concern about any aspect of our work, you can do so here.
For more information, please see our Complaints about us policy (DOC, 19 KB).
Commonwealth Ombudsman
The Commonwealth Ombudsman can look at complaints about the actions of government agencies. This includes the work we do.
The Ombudsman ensures we act fairly and follow the proper process.
If you aren't happy with how we've managed your complaint, we encourage you to contact us first. We'll try to address your concerns.
However, you also have the right to ask for an independent review by the Ombudsman.
There's more information on the Ombudsman's website.
