Something isn’t right with your aged care, a service that keeps failing, a charge that doesn’t add up, a worker who isn’t up to standard, and you’re wondering whether it’s worth saying anything. It is. Under the new Aged Care Act, older Australians have stronger rights than ever, and a clear complaints process designed to actually fix problems. Here’s the plain-language guide to making a complaint and getting it resolved.
Your Right to Complain
First, the reassurance: it’s genuinely okay to raise a concern or make a complaint, and doing so is protected. The new Aged Care Act 2024 strengthened protections for people who speak up, so older people, families and workers can report a provider without fear of being punished or treated unfairly for it.
Making a complaint isn’t being difficult, it often improves care, not just for you but for others facing the same problem. And you can complain confidentially or even anonymously if you prefer.
Step 1: Start With Your Provider
For most issues, the fastest resolution is to raise it directly with your provider first. The system is designed for providers to resolve complaints directly with the people they care for wherever possible, and many issues are genuine misunderstandings or errors that get fixed once flagged.
Be clear and specific about what’s wrong and what you’d like done. Put it in writing if you can, or follow up a phone conversation with an email, so there’s a record. Keep notes of who you spoke to and when. A good provider will take it seriously and act.
Step 2: Know What You Can Complain About
You can complain about many things: the quality or safety of care, services that aren’t delivered as agreed, fees and charges (especially anything that looks like overcharging), communication problems, a provider not giving you the monthly statements they’re required to, or the way you’ve been treated. If it affects your care or your rights, it’s fair to raise.
Under the new Act, you have the right to clear pricing and service information, so if a provider won’t be transparent about costs, that itself is a legitimate complaint.
Step 3: Escalate to the Commission
If your provider doesn’t resolve the issue satisfactorily, escalate to the Aged Care Quality and Safety Commission, the independent regulator. There’s now a dedicated Aged Care Complaints Commissioner and a rights-based approach to handling complaints, focused on resolving issues and improving care.
“Making a complaint can improve the quality of care and help other people with the same problem,” the Commission states.
You can contact the Commission directly, and you decide how involved you want to be, you can even leave feedback without being part of how it’s handled. The Commission has real powers now, including ordering refunds where providers have overcharged.
Step 4: Get Free Advocacy Support
You don’t have to do this alone. The Older Persons Advocacy Network (OPAN) provides free, independent and confidential support to older people receiving government-funded aged care. An advocate can help you understand your rights, prepare your complaint, and speak up effectively.
Call OPAN’s Aged Care Advocacy Line on 1800 700 600. For many older people and families, having an advocate makes the difference between a complaint that fizzles and one that gets resolved.
Tips to Get It Resolved
A few things that help. Be specific: describe exactly what happened, when, and what outcome you want. Keep records: dates, names, copies of statements and correspondence. Stay calm but firm: you’re entitled to good care and honest pricing. Follow the steps: provider first, then the Commission, with OPAN’s help if you need it. And don’t give up if the first response is unsatisfactory, escalation exists precisely for that. The official complaints information is on the Aged Care Quality and Safety Commission website.
If You Need to Change Providers
Sometimes the answer is a fresh start. If a provider consistently fails you, remember you can change, and your funding, including any unspent amounts, follows you. To see who else operates in your area, you can browse an independent regional directory like the Epik Wire provider directory, which lists Support at Home providers across NSW by region, a free starting point alongside the official My Aged Care Find a Provider tool.
The Bottom Line
If something’s wrong with your aged care, you have the right to complain and to be taken seriously, with stronger protections than ever under the new Act. Start with your provider, escalate to the Commission if needed, and lean on OPAN’s free advocacy. Be specific, keep records, and don’t give up, complaints genuinely improve care, and the system is now built to resolve them. This is general information, not aged care, legal or financial advice.
Epik Wire covers aged care in plain language for older Australians and their families. Subscribe to our newsletter to stay informed.
