What should I do if I suspect my loved one is experiencing neglect or abuse in care?
If a loved one is in immediate danger, call Triple Zero (000) for emergency services. For non-emergencies, document your observations (dates, times, and specific details of the incidents) and report your suspicions immediately to the appropriate state authority so they can investigate.1.
Key points
- Individual eligibility, availability and outcomes can vary.
- Ask questions early and seek independent help if anything feels unclear or unsafe.
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01Guide sectionWhat should I do if I suspect my loved one is experiencing neglect or abuse through Support at Home?
Take the concern seriously. Abuse or neglect may involve a worker, provider, contractor, family member, friend or another person with access to the older person.
Possible signs include:
unexplained bruises, injuries or frequent falls
poor hygiene, untreated wounds or missed medication
inadequate food, fluids or personal care
sudden fearfulness, withdrawal or distress
a worker speaking aggressively, roughly handling the person or ignoring them
missing money, unusual transactions or pressure to sign documents
sexualised behaviour, comments or contact without consent
the person being left alone when supervision is required
services being charged but not delivered
the older person appearing frightened of a particular worker or visitor.
One sign does not always prove abuse, but a pattern or sudden change warrants action.
02Guide sectionIf there is immediate danger
Call 000 if the person is seriously injured, in immediate danger or needs urgent medical assistance.
Contact police if you suspect assault, sexual abuse, theft, fraud or another crime.
Do not confront the suspected person if doing so could place the older person-or you-at greater risk.
03Guide sectionSpeak privately with your loved one
Where possible, speak with them alone in a calm and safe setting.
You might ask:
“Do you feel safe with the people coming into your home?”
“Has anyone hurt, frightened or pressured you?”
“Are you receiving all the care you are supposed to receive?”
“Has anyone taken money or asked you to sign something?”
“What would you like me to do?”
Listen without arguing, interrogating or promising complete secrecy. Explain that you may need to involve others if someone is in serious danger.
An older person who can make their own decisions should be involved in deciding what happens next wherever possible.
04Guide sectionRecord what you have observed
Keep factual notes of:
dates and times
injuries or changes in condition
missed services
what the older person said, using their own words where possible
names of workers or witnesses
unexplained financial transactions
calls or messages to the provider
photographs of injuries or unsafe conditions, where appropriate and with consent.
Do not alter documents or conduct your own aggressive investigation. Preserve relevant statements, invoices, care records and messages.
05Guide sectionContact the Support at Home provider
If the provider or worker may be involved, contact a senior manager, complaints officer or clinical manager rather than relying only on the worker’s direct supervisor.
Ask the provider to:
take immediate steps to protect the participant
remove the worker from further visits while concerns are assessed, where appropriate
arrange safe replacement care
provide medical assessment if needed
preserve relevant records
investigate through its incident-management system
explain whether the matter has been reported under the Serious Incident Response Scheme
confirm its actions in writing.
Support at Home providers must manage suspected incidents and report certain allegations or suspected events-including neglect, unreasonable force, psychological abuse, sexual misconduct, financial coercion and inappropriate restraint-to the Aged Care Quality and Safety Commission. The reporting obligation applies even where the incident has not yet been proven.
Do not rely solely on the provider’s internal investigation where the concern is serious or the provider itself may be responsible.
06Guide sectionReport the concern independently
You can contact the Aged Care Quality and Safety Commission on 1800 951 822.
Anyone can raise a concern, including relatives, friends, carers and health professionals. You can make an open, confidential or anonymous complaint, although anonymity may limit how fully the matter can be investigated. You do not have to approach the provider first if you feel unsafe or believe the concern is serious.
You can also call 1800 ELDERHelp on 1800 353 374 for information, advice and referral to the elder-abuse service in your state or territory. It is not an emergency line.
07Guide sectionGet independent advocacy support
The Older Persons Advocacy Network-OPAN-can be contacted on 1800 700 600.
An advocate can help the older person:
understand their rights
speak with the provider
make a complaint
arrange safer services
participate in decisions
consider changing providers.
OPAN’s support is free, independent and confidential.
08Guide sectionMake sure essential care continues
If a worker is removed or services are suspended, insist on a safe replacement plan.
Confirm who will provide:
medication support
meals and hydration
personal care
nursing
transfers and mobility assistance
supervision
overnight or emergency support.
The older person should not be left without essential care merely because an allegation is being investigated.
09Guide sectionCheck for financial abuse
Review, with the older person’s permission:
bank and credit-card statements
Support at Home monthly statements
provider invoices
service records
changes to direct debits
unusual withdrawals or transfers
new legal or financial documents.
Contact the bank promptly if money may have been stolen or accounts compromised. Police or the relevant state elder-abuse service may also need to be involved.
10Guide sectionConsider changing providers
The person can change Support at Home providers while a complaint or investigation is underway.
Before ending the current arrangement, confirm that the replacement provider:
can begin promptly
has suitable workers available
understands the safety concerns
can provide all essential services
has appropriate clinical oversight.
Changing providers does not prevent the complaint from continuing.
11Guide sectionDo not dismiss subtle concerns
Neglect is not limited to obvious physical harm. It can include:
repeatedly missed personal care
untreated wounds
inadequate assistance with meals
medication not being provided correctly
leaving someone in unsafe conditions
failing to act when their health deteriorates.
These are recognised reportable incidents within home-based aged care.
The practical response is:
Protect the person first, speak with them privately, document the concerns and report serious matters independently. Call 000 for immediate danger, the Aged Care Quality and Safety Commission on 1800 951 822 for provider-related concerns, and OPAN on 1800 700 600 for advocacy support.
12Guide 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.
13Guide sectionHelpful Local Home Help resources
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