Concerns about My Aged Care

If you have a concern about the service or information you receive from My Aged Care, you should contact them in the first instance to discuss the issue and ask for their help.

If you can’t resolve the issue when you call, My Aged Care will give you a reference number to track the progress of your complaint. You should receive a response within 10 business days.

Concerns about your home support assessment (with an R A S)

If you have concerns about your assessment, you should talk to your Regional Assessment Service assessor or their organisation in the first instance. They may be able to help.

If you do not know the organisation’s details, you can call My Aged Care to find out.

R A S organisations have complaints procedures in place to work with you to address your concerns. If you cannot first resolve the issue with your R A S assessor or their organisation, you can call My Aged Care.

Concerns about your comprehensive assessment (with an A C A T)

All Aged Care Assessment Teams (A C A T, or A C A S in Victoria) have procedures in place to work through your concerns. If you have concerns about your assessment, you should talk to your A C A T assessor or manager in the first instance to see if they can help.

If you do not know the A C A T organisation’s details, the My Aged Care contact centre can give you this information.

Aged Care Assessment Teams are employed by state and territory governments. If you cannot first resolve the issue with your A C A T, ask them to give you the contact details of your state or territory government department manager.

Concerns about the outcome of your comprehensive A C A T assessment

If you do not agree with the assessment outcome in your approval letter from the A C A T, or you want to discuss any issues about the decision, contact your A C A T. If you or someone acting on your behalf still have concerns you can ask for a review of the decision.

Write to the Secretary of the Australian Government Department of Health, within 28 days of receiving your approval letter, outlining why you think the decision should be changed.

Please send to

The Secretary
Department of Health
Attention Aged Care Assessment Program Reconsiderations
G P O Box 9 8 4 8
ADELAIDE South Australia 5 0 0 1

If you don’t receive a letter explaining the assessment outcome from the A C A T, you will need to contact the A C A T and request a copy.

If you don’t agree with the outcome of the Secretary’s review, you can go to the Administrative Appeals Tribunal, but there will be a charge. Find out more on the Administrative Appeals Tribunal website.

Concerns about the care and services you receive

You can make a complaint about any aspect of the care and services you receive from an Australian Government-subsidised service provider. This might include:

  • the quality of your care
  • the choice of activities in your aged care home
  • your personal care and hygiene
  • your meals
  • how you interact with or are treated by staff
  • your physical environment.

First talk to your service provider about your concerns

It is often best to 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. If you like, you can have a family member, friend, carer or an aged care advocate with you when you meet with your aged care service provider.

Making a complaint to the Aged Care Quality and Safety Commission

Sometimes complaints can’t be resolved by the service provider. You may also not feel comfortable raising your concerns directly with them. Anyone who wishes to make a complaint has the right to contact the Aged Care Quality and Safety Commission. This is a free service.

Choose your preferred method

Phone

Call 1 8 0 0 9 5 1 8 2 2
Call 1 8 0 0 2 0 0 4 2 2

Phone hours

Monday to Friday 9 A M to 5 P M Australian Eastern Standard Time
Monday to Friday 8 A M to 8 P M
Saturday 10 A M to 2 P M

Email

Please email

info at aged care equality dot gov dot a u. Click this link to open your default email program.

Post

Please send to

My Aged Care Complaints
P O Box 2 1 0, Balwyn, V I C, 3103

If you have any concerns about the service or information you receive from My Aged Care, you can write to us at the above address. We aim to respond to all complaints within 10 days of receipt.

Aged Care Quality and Safety Commission
G P O Box 9 8 1 9 your capital city and state or territory

Fax

Fax 1 8 0 0 7 2 8 1 7 4

Referral

Go to Make a Referral.

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