Making a complaint about a home
What is the Agency’s role in investigating complaints about residential aged care homes?
The Aged Care Standards and Accreditation Agency Ltd does not investigate specific complaints about residential aged care homes. However, we carefully consider any information we receive about residential aged care homes in planning our ongoing program to monitor their standard of care and services.
What if I have a complaint about a residential aged care home?
If you have a complaint about a residential aged care home, we suggest that you raise your concerns initially with the management of the residential aged care home.
If you would prefer not to discuss it with the residential aged care home, or if this avenue has been unsuccessful, you can also contact the Aged Care Complaints Investigation Scheme.
This service is free and confidential.
What is the Aged Care Complaints Investigation Scheme?
The Aged Care Complaints Investigation Scheme investigates complaints and concerns about Government-funded residential aged care homes and community care.
Anyone can contact the Aged Care Complaints Investigation Scheme – a resident, family member, care provider, staff member or other person.
Complaints can be made openly, anonymously or your name can be kept confidential.
The scheme can be contacted on 1800 550 552 or in writing to:
Aged Care Complaints Investigation Scheme
c/: Department of Health and Ageing
GPO Box 9848
In your capital city
What about advocacy services?
The Australian government funds advocacy services in each state and territory. These are:
Australian Capital Territory
ACT Disability, Aged and Carer Advocacy Service (ADACAS)
PO Box 144
Dickson ACT 2602
Phone: (02) 6242 5060
Website: http://www.adacas.org.au
New South Wales
The Aged-Care Rights Service
Level 4, 418a Elizabeth Street
SURRY HILLS NSW 2010
Phone: (02) 9281 3600 or 1800 424 079 (free call)
Website: http://www.tars.com.au
Northern Territory
Darwin Community Legal Service
Aged/Disability Rights
GPO Box 3180
DARWIN NT 0801
Phone: (08) 8982 1111 or 1800 812 953 (free call)
Website: http://www.dcls.org.au/aged_disability_rights.html
Centacare Alice Springs
PO Box 832
ALICE SPRINGS NT 0871
Phone: (08) 8952 9730
Website: http://www.centacare-nt.org.au
Queensland
Queensland Aged and Disability Advocacy Inc.
121 Copperfield Street
GEEBUNG QLD 4034
Phone: (07) 3637 6000 or 1800 818 338 (free call)
Website: http://qada.org.au
South Australia
Aged Rights Advocacy Service (ARAS)
45 Flinders Street
ADELAIDE SA 5000
Phone: (08) 8232 5377 or 1800 700 600 (free call)
Website: http://www.sa.agedrights.asn.au
Tasmania
Advocacy Tasmania Inc
PO box 426
SANDY BAY TAS 7006
Phone: (03) 6224 2240 or 1800 005 131 (free call)
Website: http://www.advocacytasmania.com.au
Victoria
Residential Care Rights
Suite 4B/C, 4th Floor
343 Little Collins Street
MELBOURNE VIC 3000
Phone: (03) 9602 3066 or 1800 133 312 (free call)
Website: http://www.agedrights.asn.au
Western Australia
Advocare
Level 3, Kings Complex
517 Hay Street
PERTH WA 6000
Phone: (08) 9221 8599 or 1800 655 566 (free call)
Website: http://www.advocare.org.au
