Most of the time people will be happy about the care provided, or have a good enough relationship with the provider that they feel they can address any issues that may arise.
But sometimes people’s expectations are different from the care they receive and communication has broken down. Or a person has tried to address concerns but doesn’t feel heard by a provider.
If that happens it is important to know how to go about addressing a complaint about the aged care service you are receiving and who can assist you.
Before entering a service, ask the provider who you can talk to if you have concerns and how they handle complaints.
If you are already receiving care and you are concerned or unhappy about the care or services then don't be afraid to speak up. This might be scary but it's always best to address concerns rather than leaving it to escalate.
Firstly, try to talk to the service provider to sort out any issues directly. If you feel you are not being heard or don't feel comfortable to deal with it yourself you can contact an advocacy service to help you try resolve the matter with the provider.
Alternatively you can ask the independent Aged Care Complaints Commissioner to help raise your concern and mediate to come to a solution.
You can make an anonymous or confidential complaint with the Aged Care Complaints Commissioner, although, to ensure a good outcome, it is always best to give as much information as possible including your contact details in case the Commissioner needs more details about your situation.
The Aged Care Complaints Commissioner will work with all parties to come to a solution. This can be through facilitated meetings, informal or formal conciliation or service provider resolution where the provider is asked to address the issue and the Complaints Commissioner will assess what the provider has done before deciding whether to take further action.
Call 1800 550 552 or visit the Aged Care Complaints Commissioner website for more information or to lodge a complaint.