What rights do I have under the Charter of Aged Care Rights?
Navigating the System & Eligibility
Rights, Complaints & Advocacy
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In short...
The former Charter of Aged Care Rights has been replaced by the enforceable Statement of Rights under the new Aged Care Act, which started on 1 November 2025. It protects your right to dignity, choice, safety, information, privacy, communication and culturally safe care.
The details...
What rights do I have when receiving aged care?
Under the Aged Care Act, you have rights when seeking or receiving government-funded aged care, including Support at Home and residential aged care.
These rights are set out in the Statement of Rights, which replaced the former Charter of Aged Care Rights on 1 November 2025.
The right to make your own choices
You have the right to make decisions about:
which approved aged care services you use
how and when services are delivered
who provides your care
how you live your life
your money, property and belongings.
You also have the right to make choices that involve some personal risk, provided you understand the consequences. This is sometimes called dignity of risk.
A provider should explain risks and help make your choices safer rather than automatically taking control away from you.
The right to support when making decisions
You can ask a family member, friend, advocate or registered supporter to help you:
understand information
compare options
communicate your preferences
attend meetings and assessments
raise concerns or make a complaint.
You should be supported to make and communicate your own decisions wherever possible.
Having a registered supporter does not automatically give that person authority to make decisions for you.
The right to fair access and assessment
You have the right to a fair and accurate aged care assessment.
The assessment should take account of:
your abilities and support needs
your goals and preferences
your culture and background
any trauma you have experienced
communication requirements
cognitive conditions such as dementia.
You should not be disadvantaged because of your background, disability, language, location or personal circumstances.
The right to safe and quality care
You have the right to services that are:
safe
suitable for your assessed needs
delivered with dignity and respect
free from abuse, violence, neglect and exploitation
provided by workers with appropriate skills, training and experience.
Your care should also respect your identity, culture, spirituality, relationships, sexuality and life experiences.
The right to be treated as an individual
Your provider should not use a one-size-fits-all approach.
Your care should reflect:
your routines
your personal goals
your communication preferences
your cultural and religious practices
your preferred level of independence
the people and activities that are important to you.
For example, workers should not automatically take over tasks you can safely continue doing yourself.
The right to clear information
You have the right to receive information in a form you can understand.
This includes information about:
your assessment and support plan
available services
provider prices and additional charges
your personal contributions
how your funding is being spent
changes to your care
your service agreement
how to make a complaint
how to change providers.
You can request an interpreter, communication aid or another form of assistance if required.
The right to privacy and access to information
Your provider must respect your privacy and protect personal information about your:
health
finances
relationships
care needs
personal circumstances.
You also have the right to access records and information about the funded aged care services you receive, including their cost.
The right to stay connected
You have the right to maintain relationships and connections that matter to you.
This may include connections with:
family and friends
carers and supporters
cultural or religious communities
social groups
pets
local activities and interests.
Aboriginal and Torres Strait Islander people also have the right to remain connected with community, Country and Island Home.
The right to raise concerns without being punished
You have the right to:
ask questions
give feedback
disagree with a provider
raise concerns
make a complaint
use an advocate.
A provider must not reduce your services, intimidate you or treat you unfairly because you raised a concern.
You also have the right to receive a prompt and fair response to your complaint.
What should I do if my rights are not being respected?
Where it feels safe to do so, raise the issue with your provider first.
Be specific about:
what happened
when it occurred
who was involved
which service was affected
what outcome you want.
Ask the provider to confirm its response in writing.
You can also contact the Older Persons Advocacy Network on 1800 700 600 for free, independent and confidential support. An advocate can help you understand your rights, speak with your provider and make a complaint.
If the matter is not resolved—or you do not feel comfortable approaching the provider—you can make a complaint to the Aged Care Quality and Safety Commission’s Complaints Commissioner.
The simplest way to understand your rights is:
You should be safe, informed, respected and in control of your care. You can ask questions, make choices, involve people you trust and complain without fear of losing your services.
What should I do next?
Ask your provider for a copy of the Statement of Rights. If you feel a right is not being respected, raise it with the provider, contact an independent advocate through OPAN or make a complaint to the Aged Care Quality and Safety Commission.
Helpful Local Home Help resources
Takeaways
- The current protection is the Statement of Rights.
- It has been enforceable since 1 November 2025.
- You can seek advocacy or complain if your rights are not respected.
About Local Home Help
How Providers Are Listed
How providers appear on Local Home Help Local Home Help helps families discover home support services available in their area. Providers may appear on the site in a few different ways. Some providers create and manage their own listing on the platform. Others may appear based on publicly available information about services operating in a particular region. This helps families see a broader view of support options available locally. Where possible, we encourage providers to claim and manage their listing so information such as services offered, contact details and service areas remain accurate and up to date. There are no paid or enhanced listings on Local Home Help, and there never will be. Claiming or managing a listing has no effect on a provider's visibility, ranking, or how often it appears in a consumer's personalised shortlist, it simply keeps the information families see accurate and current. Local Home Help does not charge consumers to access the platform. We may generate revenue in other ways in the future, but none of these will ever influence which providers a consumer sees, how they're ranked, or what appears in their shortlist. Provider visibility is, and will remain, based solely on relevance to each family's stated needs. What does not influence Liz There are no paid or enhanced listings on Local Home Help, not now, and not in the future. No provider can pay for a higher position in Liz results, a better ranking, or inclusion in a consumer's shortlist. This is a permanent commitment, not a current-state description. Claiming or updating a profile does not improve a provider's ranking. It gives Liz more accurate information about the provider's services, coverage and care model, which can make the explanation of why a provider matched clearer, but it has no effect on whether or how highly that provider appears. Local Home Help intends to generate revenue in other ways in the future - for example through tools built for providers, or products separate from the consumer matching experience. None of these will influence which providers appear in Liz's results, how they're ranked, or what a consumer sees in their personalised shortlist. Visibility and ranking are based solely on the fit factors described above, and nothing else. This reflects the platform's core ethos: Local Home Help is built consumer-first. Every design and revenue decision is made so that what a family sees from Liz is the most relevant outcome for them. Never the most profitable outcome for Local Home Help or a provider.
Independence Statement
Our independence Local Home Help is designed to help families navigate the often confusing world of home support and aged care services. The platform aims to present information in a clear and balanced way so families can better understand the types of help available and where to find it. While providers may appear on the platform, Local Home Help does not recommend one provider over another. The decision about which service may be suitable will always depend on individual circumstances. Families are encouraged to contact providers directly, ask questions and make their own enquiries before making a decision. Our focus is to make the process of understanding and finding support at home easier. Local Home Help does not accept payment of any kind in exchange for provider visibility, ranking, or shortlist placement, and never will. Any future revenue Local Home Help generates will come from sources entirely separate from how providers are matched to consumers.
Quality Signals
What to look for when choosing a provider Finding the right support service can take time. When considering a provider, families may wish to look for signs of quality such as: Clear information about services offered Transparent pricing or funding options Experience supporting older people at home Relevant professional qualifications where appropriate Positive feedback or reputation in the community Willingness to answer questions about care and services It is often helpful to speak with more than one provider before making a decision. Local Home Help aims to provide a starting point for exploring services, but the best choice will depend on the needs and preferences of the individual receiving support.
About the Author
Local Home Help Editorial Team
This article was created by Local Home Help to help Australian families better understand aged care and home support options in plain English.
Our content is based on publicly available information from:
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My Aged Care
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Department of Health, Disability and Ageing
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Aged Care Quality and Safety Commission
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Provider pricing schedules and operational experience within the aged care sector.
Local Home Help is an independent consumer information platform and does not provide medical, legal or financial advice.
Important information
Aged care rules, fees, eligibility requirements and program arrangements can change. The information on this page is general guidance only and may not apply to every person or situation.
Before making a financial, legal or care decision, check the latest information with My Aged Care, Services Australia, the Department of Health, Disability and Ageing, or another appropriate official source.
Local Home Help does not provide legal, financial, medical or clinical advice.
Source data
Last reviewed
20/7/26, 9:08 pm