We have published our latest sector complaints report - ‘Complaints about aged care home services – Insights for people receiving care’.

This is our second report dedicated to sharing what we have learned from the complaints we receive about aged care providers, and this one focuses on home services.

The Commission has an important role to play in helping to resolve concerns raised by people receiving care. We analyse the complaints we receive to help us understand people’s experience of aged care, and inform our education and regulatory activities.  

The report provides an overview of:  

• complaints in home services between July and December 2023
• our role
• the rights of people receiving care and what to expect.  

The report also covers:  

• how to get help and raise concerns
• how the Commission resolves complaints.

Our focus is on making sure that people have a great experience of home services. This report aims to help people understand what they can expect from both their provider and us to help them enjoy their aged care experience.

Download the ‘Complaints about aged care home services – Insights for people receiving care report – July to December 2023’.

Our first insights report 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.

Raising complaints or concerns provides an opportunity to improve services and facilitate communication between older people and their aged care provider.                                

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.