Step 8.8

How do I make a complaint?

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 Donaldson

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

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A special thanks to our contributors

Jill Donaldson


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.

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.

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.