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How can I make a complaint?

There are three ways you can go about raising issues and making complaints

  1. It is always best to raise and attempt to resolve issues directly with staff in the aged care home. Use the internal complaints process developed by your home. You should have been told about this process when you moved in. It should also be described in your resident agreement or resident's handbook.
  2. Use the Aged Care Complaints Investigation Scheme, under the Department of Health & Ageing. This department can be contacted on 1800 550 552. You can make a complaint either in writing or over the phone. Staff in the Department will then undertake a preliminary assessment of the complaint and if accepted will work with all parties to resolve your complaint, and will help you to resolve it by negotiation with the aged care home. If this does not work the Department can use mediation and/or ask a Complaints Resolution Committee to hear both sides and make a decision about what needs to be done.
  3. Use one of the external and independent agencies that deal with a range of complaints. You can get in touch with us to find out the appropriate organisation or agency.