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Making a complaint

Making a complaint is not ‘being difficult.' Most aged care providers do their best to provide quality care and services for older Australians. However, issues can occur so we need to ensure that people can raise their concerns in a constructive and safe way.

If you have a concern about the care you or someone else is receiving, it is important that you talk about it.

Complaints are important because they can help service providers improve the quality of care and services they provide to you or your loved one. Your complaint can help other people too.

If you feel comfortable, we encourage you to raise your concern with the staff or managers of the service first as this is often the best way to have your concern quickly resolved. All service providers are required to have a complaints system in place. In most cases, you will be able to resolve your concern with them.

If this doesn’t work or you don’t feel comfortable, we can support you to resolve your concern with the service provider. We provide a free service for anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving Australian Government funded aged care. This may be aged care services people are receiving for help in their home or in an aged care home, including:

  • Residential aged care services, including permanent care and respite care
  • Home Care Packages delivered on a Consumer Directed Care basis
  • Flexible care where a person is receiving 'residential care' or 'home care'; this includes services provided through transition care, innovative care or multi-purpose services (MPS)
  • Commonwealth Home Support Programme (CHSP), and
  • National Aboriginal and Torres Strait Islander Flexible Aged Care Programme.

Learn more about how you can Lodge a complaint by phone, in writing or online below.

Give us your feedback about a service

You can also give us feedback about the quality of care and services you have received, to inform an audit or quality review of an aged care service. This information helps the Commission in accrediting, assessing and monitoring Australian Government funded aged care services against quality standards.

Call us on 1800 951 822 (free call) and ask to provide feedback on an aged care service.

You can also email audit.feedback@agedcarequality.gov.au.

Please note that this is a separate service to lodging an official complaint about an aged care service. 

How to make an effective complaint

If you have a concern, a few things help to make your complaint more effective and easier to resolve. We have put together some tips for how to make an effective complaint.

The complaints process

The complaints process page provides an overview of what happens when a complaint is lodged with us.

Services available to help you to make a complaint

Sometimes making a complaint on your own can be difficult. There are several options for support to make a complaint. If you raise a concern on behalf of someone else it is important that the person (or his or her representative) knows about it.

Referrals to other organisations we work with

If you lodge a complaint with us and we can't help you, we will try to identify someone who can assist you. We may need to refer some issues to other organisations to ensure that your concerns are handled correctly, by the people best placed to deal with them.

Aged Care Complaints Guidelines

These guidelines are currently being reviewed and developed for complaints officers; they outline how the complaints management framework works and the procedures we follow when receiving and resolving a complaint.

Changed
Tuesday, 26 February 2019 - 11:23am