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Everyone has the right to a safe, respectful and enjoyable aged care experience.
The Code of Conduct for Aged Care (the Code) describes how aged care providers, their governing persons and workers (including volunteers) must behave and treat people receiving aged care.
The Code helps give people confidence and trust in the quality and safety of the care they receive.
The Code:
- supports a person's right to personal choice, dignity and respect
- promotes kind, honest and respectful behaviour
- keeps people receiving aged care safe from harm.
Watch our video explaining the Code:
Transcript of 'Code of Conduct for Aged Care'
Who does the Code apply to?
The Code applies to:
- approved providers of residential, home and flexible care services (including Transition Care, Multi-Purpose Services and Short-Term Restorative Care programs)
- governing of approved providers (for example, board members and chief executive officers)
- aged care workers (including volunteers, contractors and subcontractors of an approved provider).
The Code doesn’t apply to:
- Commonwealth Home Support Programme providers
- National Aboriginal and Torres Strait Islander Flexible Aged Care Program providers
- health professionals an approved provider didn’t contract
- tradespeople an approved provider didn’t engage.
Note: These providers must still provide safe and respectful care and services and behave in line with the Code.
The 8 behaviours we expect – tips for workers
The Code outlines 8 behaviours expected of all aged care workers. It helps you understand what’s expected when providing care and services.
See below for examples of:
- behaviour we expect
- behaviour that is unacceptable.
Examples of behaviour we expect
- Asking and listening to what older people need and want.
- Talking to older people in a way that is easy to understand.
- Helping older people make decisions when they need support.
Examples of unacceptable behaviour
- Forcing an older person to do something they don’t want to do.
- Not including the older person in decisions about their care and services.
- Keeping an older person away from places or activities they want to see or do.
Examples of behaviour we expect
- Respecting an older person’s social, cultural, religious, ethnic and health background.
- Working in a way that helps older people feel comfortable and safe.
- Encouraging older people to speak up about their likes and dislikes.
Examples of unacceptable behaviour
- Making fun of an older person’s social, cultural, religious, ethnic or health background.
- Talking down to an older person or treating them in a disrespectful way.
- Telling an older person their beliefs are wrong or silly.
Examples of behaviour we expect
- Keeping older people’s personal information safe, in line with provider policies.
- Knowing older people’s personal privacy needs and preferences.
Examples of unacceptable behaviour
- Not asking older people for permission when you provide personal care and services.
- Providing personal care to an older person in a place that is not private.
Examples of behaviour we expect
- Using equipment safely.
- Having the right skills, experience and qualifications for the job.
- Following provider policies and procedures about safe and up-to-date work practices.
Examples of unacceptable behaviour
- Not having the skills or qualifications to provide care or services.
- Not reporting unsafe equipment, unsafe practices or near misses to your provider.
Examples of behaviour we expect
- Treating older people fairly and not taking advantage of them.
- Being honest about your experience and training.
- Helping older people understand the care and services you provide them.
Examples of unacceptable behaviour
- Lying about what you know or what you hear and see.
- Not telling your provider about a conflict of interest.
- Asking or encouraging an older person to give you money or a gift.
Examples of behaviour we expect
- Knowing what to do if something that concerns you happens.
- Speaking up and reporting concerns to your provider to reduce the risk of harm.
- Making sure older people feel safe to speak up about their concerns or make a complaint.
Examples of unacceptable behaviour
- Doing nothing about a safety or quality concern.
- Not being open and honest about a safety or quality concern.
- Threatening or telling an older person not to complain or raise their concerns.
Examples of behaviour we expect
- Understanding situations that may hurt, upset or take advantage of an older person.
- Knowing how to identify violent, abusive or neglectful practices.
- Not taking part in any form of violence, discrimination, exploitation, neglect and abuse or sexual misconduct.
Examples of unacceptable behaviour
- Physically forcing or threatening an older person to do something they don’t want to do.
- Neglecting, taking advantage of or abusing an older person.
- Acting in a sexual way with an older person.
Examples of behaviour we expect
- Following processes to help prevent harm to older people.
- Raising safety risks or concerns, in line with your provider’s systems and processes.
- Cooperating with your provider and with any investigation or inquiry.
Examples of unacceptable behaviour
- Not raising a suspicion or concern about violence toward, or abuse or neglect of, an older person.
- Not reporting a serious or reportable incident to your provider.
- Not supporting an older person to speak up about their concerns of misconduct.
If you haven’t had education and training on the Code, speak to your employer. You can also contact us or your union for information on the Code.
More information
Contact your employer about education and training on the Code.
You can also contact us or your union about the Code.
The following resources will help you understand your obligations:
- Know your Code - free learning module in our Aged Care Learning Information System
- Code of Conduct for Aged Care – a fact sheet for aged care workers
- Procedural fairness and worker regulation – a fact sheet for aged care workers
- Code of Conduct for Aged Care – worker quick guide
- Code of Conduct for Aged Care – worker poster
- Your Code – self‑assessment quiz
- Code of Conduct for Aged Care: Guidance for aged care workers and governing persons
- Case studies
Visit our resource library to explore all the resources on the Code.
