We have published our latest sector complaints report - Complaints about aged care services – Year in review (July 2023-June 2024).

This is our second full year report exploring the complaints we receive about aged care providers.

Providers and their governing bodies are responsible for protecting the rights of people in their care and delivering high-quality services. We require providers to take your feedback and complaints as seriously as we do, and to work with you to put things right.

In this report, we draw attention to clear patterns and trends in the complaints made about residential care and home services respectively.

Those patterns and trends tell us where we need to target our monitoring and assessment of providers - holding them to account for addressing older people's needs and preferences.

We also expect providers to use this report to examine their own performance and identify areas where they need to improve.

The report provides an overview of:  

• complaints received about residential care and home services between 1 July 2023 and 30 June 2024

The report also covers:  

• information for people receiving care and the importance of sharing your concerns
• information for providers and how to ensure your complaints management process is meaningful and effective
• the Commission’s complaint handling performance.

Download the Complaints about aged care services – Year in review (July 2023-June 2024).

Our previous complaints reports can be found on the Complaints Report page of our website.

What to do if you have a complaint

Complaints are a valuable source of information to understand older people’s experience of aged care and where expectations are not being met.

If you have a concern or complaint about the services you are receiving, we encourage you to raise it with your provider first, if you can. You can also bring your concern or complaint to the Commission’s attention at any time. For more information on lodging a complaint with the Commission visit our Complaints & Concerns web page.