What happens if I am not happy with my CHSP provider?
Start by raising the issue with your CHSP provider and asking them to resolve it. Making a complaint should not affect your services. If the problem continues, you can seek free advocacy support, complain to the Aged Care Quality and Safety Commission, or change providers.
Key points
You have the right to raise concerns and make a complaint.
Complaining should not affect your CHSP services.
Start with the provider where it is safe and reasonable to do so.
OPAN provides free independent advocacy.
Serious or unresolved complaints can be taken to the Aged Care Quality and Safety Commission.
You can change CHSP providers at any time.
Your current provider must support the change.
If you are unhappy with your CHSP provider, you have the right to raise concerns, make a complaint and ask for changes.
You might be concerned about:
unreliable or frequently cancelled services
poor communication
workers arriving late
unexpected fees
services not matching your agreement
the quality or safety of care
disrespectful behaviour
a lack of cultural or language support
not being involved in decisions about your care.
Your provider is expected to deliver safe, effective and person-centred services, respect your rights and involve you in decisions about your care.
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Start with the sections that feel useful now. You can come back to the others later.
01Guide sectionShould I speak with the provider first?
Usually, yes.
Contact the provider and explain:
what happened
when it happened
how it affected you
what you would like them to do.
For example, you might ask the provider to:
arrange a different worker
improve communication
correct an invoice
change a service time
review your care and services plan
explain how they will prevent the problem happening again.
Ask for the provider’s complaints process and, where appropriate, submit your concern in writing so there is a clear record.
Making a complaint should not affect your access to services. My Aged Care states that you have the right to complain and that doing so will not affect your support.
02Guide sectionWhat if I do not feel comfortable complaining directly?
You do not have to manage the complaint alone.
The Older Persons Advocacy Network (OPAN) provides free and independent aged care advocacy. An advocate can help you:
understand your rights
prepare for a meeting
speak with your provider
make a complaint
consider whether changing providers is appropriate.
You can contact OPAN’s Aged Care Advocacy Line on 1800 700 600.
03Guide sectionCan I complain to the regulator?
Yes.
If the provider does not resolve the problem, or you do not feel safe or comfortable raising it directly, you can complain to the Aged Care Quality and Safety Commission.
The Commission can receive complaints about issues such as:
unsafe or poor-quality care
treatment by staff
fees or charges
communication
service management
failure to respect your rights.
You do not need to wait until the situation becomes severe before seeking external help.
04Guide sectionCan I change CHSP providers?
Yes.
You can change to another CHSP provider at any time if you believe another organisation would be a better fit. Your current provider must support the change.
You may decide to change because of:
unresolved complaints
poor service quality
unreliable staffing
different cultural or language needs
moving to another area
another provider offering better availability.
Contact My Aged Care on 1800 200 422 if you need help finding another provider or arranging referrals.
You can also use more than one CHSP provider if different organisations are better suited to different services.
05Guide sectionWhat if the concern involves immediate safety?
Take immediate action if you believe someone is at risk of harm.
Depending on the circumstances:
call 000 for an immediate threat to life or safety
contact the provider’s senior manager
contact the Aged Care Quality and Safety Commission
speak with a GP or health professional
seek independent advocacy support.
Do not rely only on the provider’s normal complaints timetable where there is an urgent safety concern.
06Guide sectionWhat should I do next?
Write down:
what happened
the date and time
the names of anyone involved
any fees, missed services or safety concerns
what outcome you want.
Raise the issue with the provider and ask for a written response.
If the problem is not resolved, contact:
OPAN: 1800 700 600
My Aged Care: 1800 200 422
Aged Care Quality and Safety Commission: through its complaints service.
If you no longer trust the provider or the problems continue, begin comparing alternative CHSP providers rather than remaining with an unsuitable service indefinitely.
07Guide sectionHelpful Local Home Help resources
08Guide sectionCheck the official guidance
My Aged Care confirms that you can complain without losing your services, seek free independent advocacy and change CHSP providers at any time. Your existing provider must support you to change.
Official guidance:
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