How to make a complaint about aged care
Australian seniors being taken for a ride by aged care operators is quite a daunting prospect to consider, especially as we approach the point in our lives where we’re faced with big decisions regarding our lifestyle. This can have a mental, physical and financial toll, and it can also be difficult to determine where to go for help.
The good news is there are processes in place to help protect seniors in this unenviable position. Here’s our guide to making a complaint about your aged care provider.
Complain to your service provider
Most organisations will have a system in place that will allow you to raise any complaints or concerns directly, and have them attended to as soon as possible. Complaints can generally be made in person, in writing or even anonymously, and your service provider has a legal obligation to deal with your complaint.
As the government’s My Aged Care online resource states, “It’s often best if you talk to your service provider about your complaint first to see if they can help. They are there to support you and should listen to your concerns.”
Complain to a government body
If you’re not happy with how your complaint has been dealt with or feel your issue needs more serious attention, you should contact the Aged Care Complaints Commissioner. This free service deals with aged care homes and services through home care packages, and complaints can be made confidential and anonymously. You’re entitled to complain about any area that affects your health, safety and general wellbeing.
To contact the Aged Care Complaints Commissioner, you can visit the website here, or give the government body a call on the following number: 1800 500 294.
If you’re still unsatisfied with the resolution of your complaint, you can take your issue to the Commonwealth Ombudsman, which is a body set up to investigate government agencies. To contact the Ombudsman, click here.
Have you ever had an aged care complaint?
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