Making a complaint about a home

What is the Accreditation Agency’s role in investigating complaints about homes?
We do not investigate specific complaints about a home. However, we carefully consider any information we receive about 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 home, we suggest that you raise your concerns initially with the management of the home. 

If you would prefer not to discuss it with the home, or if this avenue has been unsuccessful, you can also contact the Aged Care Complaints Scheme.

This service is free and confidential.

What is the Aged Care Complaints Scheme?
The Aged Care Complaints Scheme (the Scheme) provides a free service for people to raise their concerns about the quality of care or services being delivered to people receiving aged care services subsidised by the Australian Government.

Anyone can contact the Aged Care Complaints 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 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/

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)
PO Box 7234
Hutt Street  SA  5000
Phone: (08) 8232 5377 or 1800 700 600 (free call)
Website: http://www.sa.agedrights.asn.au/nt/

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 Inc
Unit 1
190 Abernethy Rd
BELMONT WA 6104
Phone (08) 9479 7566 or 1800 655 566 (free call)
Website: http://www.advocare.org.au