Feature article – ‘Home care complaints on the rise’

The Aged Care Complaints Commissioner, Rae Lamb, features in an article on Home care complaints on the rise published on RetireNCare.

“…complaints about home care are still small compared to complaints about residential care, which number 780 for the first three months of 2016, but the increase has been “quite significant.” “I think there’s a mix of things going on, I think it reflects some of the changes and the reforms out there going on, and a higher level of awareness around home care,” said Lamb. “There’s also more information available to people about things like fees and charges, and also increased visibility of us—of me—having a Commissioner.”

Are you receiving home care and aware of your rights under the Charter of Rights and Responsibilities – Home Care? One of your rights is to comment or complain about the care or services being delivered to you.

“Each care recipient has the following rights:

  1. to be given information on how to make comments and complaints about the care and services he or she receives
  2. to complain about the care and services he or she receives, without fear of losing the care or being disadvantaged in any other way
  3. to have complaints investigated fairly and confidentially, and to have appropriate steps taken to resolve issues of concern.”

Complaints are important. We encourage you to try to raise your concern with the service provider first as this can achieve a fast and sustainable outcome. If you are unable to resolve your concern with the service provider, you can contact us on 1800 550 552.