You have the right to raise issues about your Support at Home services.
If you have any concerns about the service you are receiving you should first raise these with the Support at Home provider. In most cases, they will be best placed to resolve the issue.
Remember
The Support at Home 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 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
If you want to make a complaint - but not to the Support at Home provider or your provider has not been able to help you - then you can take it to the Aged Care Quality and Safety Commission.
There are no fees for making a complaint to the Aged Care Quality and Safety Commission.
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.
A checklist for making a complaint:
- 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.
- The outcome you would like to achieve, whether it be an apology, or procedures put in place to ensure a similar incidence doesn't happen again.
It can be daunting making a complain, so you might like to have the help of a family member or friend.
You can also get free, confidential help from the Older Persons Advocacy Network on 1800 700 600.