Step 1 Get Informed Step 2 Get Set-Up Step 3 Get Assessed Step 4 Working Out Your Finances Step 5 Search Aged Cared Homes Step 6 Aged Care Operators Step 7 Applications Step 8 Agreements Step 9 Moving
Step 1Get Informed Step 2Get Set-Up Step 3Get Assessed Step 4Working Out Your Finances Step 5Search Aged Cared Homes Step 6Aged Care Operators Step 7Applications Step 8Agreements Step 9Moving

Step 8.6

How do I make a complaint to an aged care home?

Lodging Complaints

If you are not happy with an aspect of your care or other services you receive in the aged care home (nursing home), you have the right to express your concerns or make a complaint.  (See points s, t, and u in the resident’s rights under the Charter of Care Recipients Rights and Responsibilities)

There are two ways to make a complaint:

1. Raise the complaint directly with the aged care home

This is usually the best initial course of action. Aged care homes are expected to include details of their complaint procedures as part of the resident agreement so you should know how to raise a concern and with whom.   The management staff of the home will always want to hear your concerns first and have the opportunity to work with you to fix the problem or find a solution as quickly and effectively as possible.

2. Make a complaint to the Aged Care Complaints Commissioner

The Aged Care Quality and Safety Commission 

The Aged Care Quality and Safety Commission commenced operation on 1 January 2019. Its role is to protect and enhance the safety, health, well-being and quality of life of people in aged care. 

The Commission assumes the functions of the former Aged Care Complaints Commissioner and the Australian Aged Care Quality Agency, and is committed to promoting high-quality care and services to safeguard everyone who is receiving Australian Government funded aged care. 

If you want to make an enquiry or raise a complaint about the quality of care or services being delivered to people receiving aged care services subsidised by the Australian Government, you can contact the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au. 

Providers must not discontinue care or services, refuse access or otherwise take action against a person because they have made a complaint. They must address complaints fairly, promptly and confidentially.

Annie Donaldson

agedcare101 Registered Nurse and Carer

Have a question? Open our discussion forum

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Step 8

How do I complete a Resident Agreement?

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A special thanks to our contributors

Icons
Caroline Egan

DCM Media, agedcare101

Caroline has a wealth of experience writing within the retirement and aged care sector and is a contributing journalist for the Villages.com.au and agedcare101 blog and accompanying newsletters.

Read Profile
Icons
Ian Horswill

Journalist

Ian is a journalist, writer and sub-editor for the aged care sector, working at The DCM Group. He writes for The Weekly Source, agedcare101, villages.com.au and the DCM Institute fortnightly newsletter Friday. Ian is in daily contact with CEOs of retirement living, land lease and the aged care operations and makes a new contact every week. He investigates media releases, LinkedIn and Facebook for a good source for ideas for stories.

Read Profile
Icons
Lauren Broomham

Retirement and Aged Care Journalist

Lauren is a journalist for villages.com.au, agedcare101 and The Donaldson Sisters. Growing up in a big family in small town communities, she has always had a love for the written word, joining her local library at the age of six months. With over eight years' experience in writing and editing, she is a keen follower of news and current affairs with a nose for a good story.

Read Profile
Icons
Jill Donaldson

Physiotherapist

Jill has been practicing as a clinical physiotherapist for 30 years. For the last 13 years she has worked solely in the Aged Care sector in more than 50 metropolitan and regional facilities. Jill has also toured care facilities in the US and Africa and is a passionate advocate for both the residents in aged care and the staff who care for them. She researches and writes for DCM Media.

Read Profile
Icons
Chris Baynes

DCM Media, agedcare101

Chris has been a journalist and publisher in the retirement village and aged care sectors for 11 years. He has visited over 250 retirement villages and 50 aged care facilities both within Australia and internationally. Chris is a regular speaker at industry conferences plus is a frequent radio commentator.

Read Profile
Icons
Annie Donaldson

Nurse and Carer

Annie has a long career in both nursing and the media. She has planned and co-ordinated the medical support from both international TV productions and major stadium events. In recent years she has been a primary family carer plus involved in structured carer support.

Read Profile
Icons
Caroline Egan

DCM Media, agedcare101

Caroline has a wealth of experience writing within the retirement and aged care sector and is a contributing journalist for the Villages.com.au and agedcare101 blog and accompanying newsletters.

Read Profile
Icons
Ian Horswill

Journalist

Ian is a journalist, writer and sub-editor for the aged care sector, working at The DCM Group. He writes for The Weekly Source, agedcare101, villages.com.au and the DCM Institute fortnightly newsletter Friday. Ian is in daily contact with CEOs of retirement living, land lease and the aged care operations and makes a new contact every week. He investigates media releases, LinkedIn and Facebook for a good source for ideas for stories.

Read Profile
Icons
Lauren Broomham

Retirement and Aged Care Journalist

Lauren is a journalist for villages.com.au, agedcare101 and The Donaldson Sisters. Growing up in a big family in small town communities, she has always had a love for the written word, joining her local library at the age of six months. With over eight years' experience in writing and editing, she is a keen follower of news and current affairs with a nose for a good story.

Read Profile
Icons
Jill Donaldson

Physiotherapist

Jill has been practicing as a clinical physiotherapist for 30 years. For the last 13 years she has worked solely in the Aged Care sector in more than 50 metropolitan and regional facilities. Jill has also toured care facilities in the US and Africa and is a passionate advocate for both the residents in aged care and the staff who care for them. She researches and writes for DCM Media.

Read Profile
Icons
Chris Baynes

DCM Media, agedcare101

Chris has been a journalist and publisher in the retirement village and aged care sectors for 11 years. He has visited over 250 retirement villages and 50 aged care facilities both within Australia and internationally. Chris is a regular speaker at industry conferences plus is a frequent radio commentator.

Read Profile
Icons
Annie Donaldson

Nurse and Carer

Annie has a long career in both nursing and the media. She has planned and co-ordinated the medical support from both international TV productions and major stadium events. In recent years she has been a primary family carer plus involved in structured carer support.

Read Profile