Making a complaint can resolve an immediate problem, improve the quality of care you receive and help other people with the same problem.
Under the proposed new Act, complaints processes will be a primary pathway used to assist older people to resolve concerns about their rights that set out in the Act.
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 us, 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.
When you make a complaint, we will always investigate.
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 about pathways for upholding rights under the new Act:
To find out more about lodging a complaint with the Commission:
