How do I lodge a formal complaint against an aged care provider?
You can complain directly to the provider or go straight to the Complaints Commissioner within the Aged Care Quality and Safety Commission. The service is free, and complaints can be open, confidential or anonymous.
Key points
- The complaints service is free.
- You can complain anonymously, confidentially or openly.
- OPAN can help you prepare and communicate.
You can lodge a formal complaint directly with the aged care provider or with the Aged Care Quality and Safety Commission.
You do not have to complain to the provider first if:
you feel unsafe raising the issue directly
the concern involves abuse, neglect or serious misconduct
the provider has already failed to resolve it
you are worried about retaliation
you want the matter handled independently.
You have the right to complain without being punished, treated unfairly or having your care reduced because you spoke up.
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01Guide sectionStep 1: Write down what happened
Include:
the name of the provider
the service or location involved
the dates and times of relevant events
the names or roles of workers involved, if known
what happened
how it affected the older person
whether the problem is continuing
who has already been contacted
what response the provider gave
what outcome you want.
Useful supporting information may include:
emails and letters
invoices and monthly statements
service schedules
photographs
care records
notes of missed visits
names of witnesses
medical information showing harm caused.
You do not need to prove the entire case before complaining. Give accurate examples and avoid exaggeration.
02Guide sectionStep 2: State the outcome you want
A formal complaint is easier to address when the requested outcome is clear.
You might ask for:
an explanation or apology
correction of an incorrect charge
replacement of a worker
delivery of a missed service
a review of the care plan
safer medication or personal-care procedures
additional worker training or supervision
a written backup plan
reimbursement of an expense
confirmation that the problem will not happen again.
For example:
“I am requesting a written explanation, removal of the incorrect charges and confirmation of how replacement workers will be arranged when the regular worker is unavailable.”
03Guide sectionStep 3: Complain to the provider
Send the complaint to the provider’s complaints officer, care manager or senior manager.
Mark it clearly as a formal complaint and ask for:
written acknowledgement
the name of the person handling it
an explanation of the investigation process
a written response
the expected response timeframe.
Keep a copy of the complaint and record when it was sent.
You can still contact the Commission at any stage if the provider’s response is inadequate or the concern is serious.
04Guide sectionStep 4: Lodge a complaint with the Commission
You can complain about a registered aged care provider, aged care worker or responsible person to the Aged Care Quality and Safety Commission.
Complaints can be lodged:
online through the Commission’s complaint form
by calling 1800 951 822
by emailing info@agedcarequality.gov.au
in writing to the Aged Care Quality and Safety Commission.
Anyone can raise a concern, including the person receiving care, family members, friends, carers, supporters and health professionals.
05Guide sectionCan the complaint be confidential or anonymous?
Yes.
A complaint can be:
Open
The Commission may disclose your identity while handling the complaint.
Confidential
The Commission knows your identity but takes reasonable steps not to disclose it to the provider or worker.
Anonymous
You do not provide your identity.
An anonymous complaint may be more difficult to investigate if the Commission cannot request further information or identify the affected person.
If complaining on behalf of someone else, involve them where possible. The Commission may need consent before discussing their personal information, unless you have legal authority to act for them.
06Guide sectionWhat happens after the complaint is lodged?
The Commission may:
contact you for more information
prepare a summary of the complaint in your own words
send relevant information to the provider
ask the provider to respond
request care records or other documents
help negotiate a resolution
require corrective action
refer serious issues for regulatory investigation
monitor whether the provider makes the agreed changes.
The current complaints process considers the complaint as a whole, including the older person’s experience, rights and desired outcome.
Possible outcomes include:
an apology or explanation
a refund or correction
a worker or service change
improvements to policies or training
regulatory action
closure where the Commission cannot substantiate or resolve the matter.
Not every complaint results in disciplinary action, but it should still receive proper consideration.
07Guide sectionCan I get help making the complaint?
Yes. Contact the Older Persons Advocacy Network on 1800 700 600.
An independent advocate can help you:
understand your aged care rights
organise the information
write or lodge the complaint
communicate with the provider
speak with the Commission
attend meetings
understand the outcome.
OPAN’s aged care advocacy service is free, confidential and independent.
08Guide sectionWhat if I disagree with the Commission’s final decision?
You may be able to request an internal review after the complaint process has been finalised.
The review application generally must be made within 42 days of receiving the decision letter and must explain why you believe the decision should be reviewed.
The decision letter should explain your review rights and how to apply.
You may also complain to the Commonwealth Ombudsman about whether the Commission handled the matter fairly, although the Ombudsman cannot directly replace the Commission’s decision.
09Guide sectionWhat if someone is in immediate danger?
Do not wait for the formal complaint process.
Call 000 for an immediate medical or safety emergency.
Contact police if you suspect assault, sexual abuse, theft, fraud or another crime.
Seek urgent medical assistance if poor care has caused injury or a medication problem.
Ask the provider to arrange immediate replacement care where a worker presents a risk.
A complaint can still be lodged after the immediate danger has been addressed.
10Guide sectionA simple formal complaint structure
Include:
Who you are and who receives the care
What happened
When and where it happened
How it affected the person
What you have already done
What outcome you are requesting
How and when you want a response
The practical process is:
Document the events, clearly state the outcome you want and submit the complaint in writing. Contact the Aged Care Quality and Safety Commission on 1800 951 822 if the issue is serious, unresolved or difficult to raise directly with the provider.
11Guide sectionWhat should I do next?
Write down the facts, preserve relevant records and choose whether to approach the provider, OPAN or the Complaints Commissioner first.
12Guide sectionHelpful Local Home Help resources
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