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Your Rights

Rights and Responsibilities – Residential Care & Home Care

People receiving aged care have a right to be looked after properly, treated well and given high quality care and services. All service providers have responsibilities and must meet certain standards to ensure they deliver care that meets the needs of the person receiving aged care.

The Rights and Responsibilities – Residential Care & Home Care webpage contains more information.

Your rights to access services to help you make a complaint

There are services available to help people make a complaint. You have the right to an advocate to support you when you raise an issue with us or the service provider at any stage of the complaint process. People can raise a concern with the Aged Care Complaints Commissioner with the help of an interpreter or translation services.

Your Review Rights

If you have lodged a complaint with the Aged Care Complaints Commissioner and are not happy with a decision we have made about your complaint, you have review rights.

We clarify what rights complainants and service providers have to seek a review following a complaint process on the Review Rights webpage.

Complain about our service delivery

If you are not happy or satisfied with the service provided by the Aged Care Complaints Commissioner at any stage of a complaint process, you have the right to complain. We are committed to improving our service and we welcome your views, even if they are critical.

Rights of ‘other parties’ involved in a complaint

Complaints handled by the Complaints Commissioner often involve people other than the complainant and aged care provider.

We clarify who ‘other parties’ are and what rights they have to receive feedback or seek a review following a complaint process on the Rights of ‘other parties’ involved in a complaint webpage.

Customer satisfaction survey

If you have been involved in a complaint that was lodged with the Aged Care Complaints Commissioner, we encourage you to complete our customer satisfaction survey. It is really important that we hear about your experience with the Aged Care Complaints Commissioner. This is one of the ways we understand how you rate the service you received from us.

Policy on Preventing and Managing Unreasonable Conduct

The Policy on Preventing and Managing Unreasonable Conduct outlines how the Aged Care Complaints Commissioner will manage unreasonable conduct from external parties. Treating others in a respectful and courteous manner is important to us during our engagement with you and for the welfare of our staff.

Your Privacy – What are we going to do with your information?

Australian Government agencies must comply with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988. The APPs cover the collection, storage, quality, use and disclosure of personal information about individuals. Our Privacy policy explains what the Aged Care Complaints Commissioner is going to do with your information from our interactions with you.

See the Aged Care Complaints Commissioner’s Privacy Policy and Notice of Collection webpage for more information.

Further aged care information

Here is a brief summary of other useful contacts for general aged care information and support services.