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.
agedcare101 Registered Nurse and Carer
If you want to make a complaint - but not to the Package Provider - then you can take it to the Aged Care Quality and Safety Commission. This is a free service.
The Commission is the primary contact for providers and consumers in relation to quality and safety in the aged care sector, including complaints. The Commission can be contacted by phone on 1800 951 822 or via the website at www.agedcarequality.gov.au.
Summary of tasks in this section:
Check once completed
- Your name, address and telephone number.
- The date you are lodging your complaint.
- Details of your complaint, including specific dates of events and relevant comments.
- The name of the aged care home or service and the state/territory in which it is located.
- The name of the person receiving aged care that your complaint relates to.