Complaints
The law (Aged Care Act 1997) says that you have the right to bring complaints or issues of concern to the Manager of the aged care home where you live. Raising issues or complaints can be beneficial for all concerned. Positive changes may be made as a result of a complaint and this can benefit all residents.
The manager of the aged care home must:
- establish a complaints process; and
- use this process to resolve any complaints.
Although the law is not specific about how this process might work, the home is obliged to tell you about its complaints process and help you to use it. You can use an advocate to help you raise issues or make a complaint if you wish.
The aged care home must also tell you about other ways of making a complaint, for example through the Aged Care Complaints Investigation Scheme under the Department of Health & Ageing.
