How do I make a complaint? 8.8

Lodging Complaints

If you have any concerns about the service you are receiving you should first raise these with the Package Provider.  In most cases, they will be best placed to resolve the issue.


The Package Provider needs to accept a complaint whether it is made orally, in writing or even anonymously.  They must have processes in place to record and resolve complaints. The provider should inform you about how to access these processes and this should be in the Home Care Agreement. 

Providers should actively encourage you to give them feedback on the services you receive. 

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

Annie Donaldsonagedcare101 Registered Nurse and Carer

If a you want to make a complaint - but not to the Package Provider - then you can take it to the Aged Care Complaints Scheme.  This is a free service.

Providers have a duty to let you know about the Complaints Scheme.  You can call the Scheme on 1800 550 552 or read more information here.  You can also complain in writing : 

Aged Care Complaints Commissioner 
GPO Box 9848 
(Your capital city and state/territory)


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