Services Available to help you to make a complaint
If you have a concern about the care you or someone else is receiving, it is important that you talk about it. There are services available to help you:
An advocate’s role is to provide support to assist you at any stage of the complaint process. It is a free confidential service. They can stand beside you or work on your behalf, at your direction, in a way that represents your expressed wishes. An advocate will always seek your permission before taking action.
An advocate can:
- support you in making decisions that affect your quality of life
- provide you with information about your rights and responsibilities, and discuss your options for taking action
- support you when you raise an issue with us or the service provider
- support you at any stage of the complaints process.
You can call the National Aged Care Advocacy Line on 1800 700 600 or contact the advocacy agency in your state or territory.
Translating and Interpreting Services
People can raise a concern with the Aged Care Complaints Commissioner with the help of an interpreter.
If you need an interpreter
- Tell us when you call and we will arrange to use the Translating and Interpreting Service (TIS).
- Alternatively, please call the TIS directly on 131 450 and ask them to transfer you to our number 1800 550 552.
National Relay Services
If you are hearing or speech impaired contact us through the National Relay Service:
- TTY users: phone 1800 555 677 then ask for our number 1800 550 552
- Speak and Listen users: phone 1800 555 727 then ask for our number 1800 550 552
- Internet relay users: connect to the National Relay Service and enter 1800 550 552.
We have information about the Aged Care Complaints Commissioner in many community languages to help people understand the support available to help them resolve concerns about aged care services, and why it’s important to raise these concerns.
Information In your language can be found for:
- 17 languages for people from culturally and linguistically diverse (CALD) backgrounds. These include Arabic, Simplified Chinese, Croatian, Dutch, German, Greek, Hungarian, Italian, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, Tagalog, Turkish and Vietnamese.
- 6 languages for Aboriginal and Torres Strait Islander people. These include, Alyawarra, Arrernte, Luritja, Pitjantjatjara, Warlpiri, and Torres Strait Islander Creole.