Complaints

What can I complain about?

How can I make a complaint?

How can TARS assist me in making a complaint?

Complaints

The Aged Care Act 1997 states that you have the right to bring complaints or issues of concern to the Manager of the aged care home where you live or the Provider of your in-home services. 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.

Every aged care provider must:

• have a complaints process in place
• use this process to resolve any complaints.

The aged care 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.

What can I complain about?

You can complain if you are unhappy with any of the services provided, such as meals, personal care, etc.

You can also complain about the way you are treated by staff or management.

In short, you can complain about any aspect of the accommodation and care you are receiving.

How can I make a complaint?

   1. Speak for yourself. It is always best to raise and attempt to resolve issues directly with the manager/co-ordinator or senior staff. Use the complaints process that that has been established by your aged care service. You should have been told about this process when you moved in. It should also be described in your care agreement or resident's handbook.

For residents of aged care homes residents and relatives meetings are another way of having a say about things and sorting out day-to-day problems.

  2. Get someone to help you make a complaint. If you feel uncomfortable about making a complaint yourself, or you are not sure about what to do, or you simply want support and advice, you can use The Aged-care Rights Service Inc.[TARS] advocates to assist you to raise your concerns.

   3. Contact the Aged Care Complaints Scheme [CS].  Anyone can make a complaint either in writing, over the phone or by e-mail. The Intake Staff at the CS will listen to your concerns, discuss options, make a preliminary assessment of the complaint and if accepted will work with all parties to resolve your complaint.

The Complaints Scheme can be contacted on 1800 550 552.

How can TARS assist me in making a complaint?

If you feel uncomfortable about making a complaint, or are not sure about what to do, or you simply want support, ask The Aged-care Rights Service for assistance.

TARS can inform you of your rights and assist you by acting on your behalf or by assisting you to act for yourself.

 Contact TARS by calling (02) 9281 3600  [Country callers 1800 424 079].

Please note - this is general information only, it is not legal advice. If you feel you need legal advice we suggest you speak with a TARS solicitor.