How are complaints about home care workers or providers handled?
complaints about home care workers or providers are handled in stages, prioritizing resolution between the client and provider, followed by government oversight if issues remain unresolved.1.
Key points
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- Ask questions early and seek independent help if anything feels unclear or unsafe.
You have the right to raise concerns or make a complaint about a home care worker, care partner, manager or registered aged care provider.
You can complain about issues such as:
poor-quality or unsafe care
missed, late or unreliable services
disrespectful behaviour
workers lacking appropriate skills
medication or personal-care mistakes
unexplained fees or incorrect claims
breaches of privacy
inadequate communication
failure to follow the care plan
abuse, neglect, discrimination or exploitation
the provider failing to respect your choices or rights.
Making a complaint should not result in your services being reduced, cancelled or delivered differently as punishment.
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01Guide sectionStart with the provider where appropriate
Where you feel comfortable and the situation is not an immediate safety risk, raise the concern with the provider first.
Contact the person most relevant to the issue, such as:
your care partner
the service coordinator
the worker’s supervisor
the provider’s complaints manager
a senior manager.
Explain:
what happened
when and where it happened
who was involved
how it affected you
whether it has happened before
what you want the provider to do.
Possible outcomes might include:
an apology or explanation
correction of an incorrect charge
replacement of a worker
additional worker training or supervision
changes to your schedule or care plan
improved backup arrangements
an internal investigation
action to prevent the problem happening again.
Ask the provider to acknowledge the complaint and respond in writing.
02Guide sectionKeep a record
Write down:
dates and times
names of the people involved
missed or affected services
phone calls and emails
what the provider promised
any injury, distress or expense caused
copies of statements, invoices or care records.
You do not need a large amount of evidence before making a complaint, but clear examples help the provider or regulator understand what happened.
03Guide sectionCan I complain directly to the Aged Care Quality and Safety Commission?
Yes. You do not have to complain to the provider first if:
you do not feel safe doing so
the complaint concerns abuse, neglect or serious misconduct
the provider has not resolved the problem
you are concerned the provider may retaliate
you would prefer an independent body to handle the matter.
Complaints about registered aged care providers, workers or responsible people can be made to the Aged Care Quality and Safety Commission’s Complaints Commissioner.
You can:
call 1800 951 822
use the Commission’s online complaint form
make a complaint in writing.
Complaints can be made confidentially or anonymously, although remaining anonymous may sometimes limit how thoroughly the Commission can investigate or resolve the issue.
04Guide sectionWhat does the Complaints Commissioner do?
The Commission considers the complaint as a whole, including the older person’s experience, rights and desired outcome.
Depending on the circumstances, it may:
ask the provider to respond
request documents or service records
help the parties reach a resolution
require the provider to take corrective action
refer serious concerns for regulatory investigation
consider whether the provider or worker has breached aged care obligations
monitor whether agreed improvements are implemented.
Under the current rights-based process, the Commission records the person’s account and provides a complaint summary to the provider so it understands the concern and the outcome being sought.
Not every complaint results in disciplinary action. Some matters are resolved through an explanation, refund, worker change or improvement to services. More serious or systemic concerns may lead to regulatory action.
05Guide sectionCan someone complain on my behalf?
Yes. A family member, friend, registered supporter, representative or advocate can help you make a complaint.
The Commission may need your consent before discussing personal information, unless another person has legal authority to act for you.
You can also contact the Older Persons Advocacy Network-OPAN-on 1800 700 600.
OPAN provides free, independent and confidential support. An advocate can help you:
understand your rights
prepare the complaint
speak with the provider
attend meetings
contact the Commission
understand the response
decide what to do next.
06Guide sectionWhat if the complaint is about My Aged Care itself?
Complaints about the information, conduct or service provided by My Aged Care should initially be made directly to My Aged Care on 1800 200 422.
This is separate from a complaint about an aged care provider or support worker.
07Guide sectionWhat if I am unhappy with the complaint outcome?
Ask for a written explanation of:
what was investigated
what evidence was considered
what findings were made
what action will be taken
whether the decision can be reviewed.
A person can apply for an internal review of certain final complaint decisions made by the Commission. An application generally needs to be made within 42 days of receiving the decision letter.
An OPAN advocate can help you understand whether a review or another form of escalation is appropriate.
08Guide sectionWhat if the issue is urgent or dangerous?
Do not wait for the ordinary complaint process if someone is in immediate danger.
Call 000 for an urgent medical or safety emergency.
Contact police if you suspect assault, theft, fraud or another crime.
Seek urgent medical advice if poor care has caused an injury or medication problem.
Tell the provider immediately if a worker presents a current risk to the person receiving care.
A complaint can still be made to the Commission after the immediate danger has been addressed.
09Guide sectionCan I change providers while making a complaint?
Yes. You do not need to remain with a provider while a complaint is being handled.
If the provider cannot deliver safe, respectful or reliable care, you can arrange to change providers. Where possible, confirm that the new provider can begin essential services before ending the existing arrangement.
Changing providers does not prevent you from continuing the complaint.
The practical process is:
Raise the issue with the provider if it is safe to do so, describe the outcome you want and keep records. If the concern is serious, unresolved or difficult to raise directly, contact the Aged Care Quality and Safety Commission on 1800 951 822. OPAN can support you throughout the process on 1800 700 600.
10Guide sectionWhat should I do next?
Confirm the details with My Aged Care or the relevant provider, write down your questions and ask for important information in writing before making a decision.
11Guide sectionHelpful Local Home Help resources
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