Complaints

I have concerns about My Aged Care

You have the right to provide feedback or make complaints about the information or service you receive from My Aged Care.

1. First contact My Aged Care
   Call My Aged Care to discuss your concerns and ask for their help. If your concern is not resolved on the call, you will be given a complaint reference number to track the progress of your complaint. Use this reference number for any future communication with My Aged Care. 
   
   Contact options for lodging a complaint:

   • Phone: 1800 200 422
   • Post: My Aged Care Complaints, PO Box 1237, Runaway Bay, QLD 4216

   For complaints sent by post, you should receive a call from My Aged Care within 10 to 14 business days of the complaint being received. A complaint reference number will be provided at this time.
    

2. Not satisfied with the outcome?
   If you are not satisfied with the response you receive, send an email with the details of your complaint and reference number to myagedcaresupport@health.gov.au.
    

I have concerns about my assessment

You have the right to express your concerns about your assessment experience, including the outcome of your assessment decision.  

1. First contact your assessor
   Contact your assessor or assessment organisation to discuss your concerns and ask for their help to resolve the issue. They will have their own complaint process you will need to follow. If you don’t know their contact details, My Aged Care can give them to you.
    
2. Not satisfied with the outcome? 
   If you are not satisfied with the response you receive, call My Aged Care on 1800 200 422.

I don’t agree with my comprehensive assessment decision

You have the right to challenge the assessment decision outlined in your approval letter.

1. First contact your assessor
   If you do not agree with the assessment outcome, or you want to discuss any issues about the decision, contact your assessor or assessment organisation.
    
2. Not satisfied? Ask for a review of the decision (free of charge)
   If you are still not satisfied, you can ask for a review of the decision free of charge by writing to the Secretary of the Australian Government Department of Health, Disability and Ageing. In your letter, outline why you think the decision should be changed. Your letter must be sent to the Secretary within 28 days of receiving your approval letter. 
   
   Postal address: 
   The Secretary
   Department of Health, Disability and Ageing
   Attn: Aged Care Assessment Program Reconsiderations
   GPO Box 9848
   ADELAIDE SA 5001
3. Still have concerns? Ask for a second review of the decision (there will be a charge)
   If you don’t agree with the outcome of the Secretary’s review, you can go to the Administrative Review Tribunal, but there will be a charge. Find out more on the Administrative Appeals Tribunal website.
    

I have concerns about the calculation of my aged care costs, or a letter I’ve received from Services Australia

Services Australia can tell you how much you’ll pay towards a government-funded Home Care Package or place in an aged care home. To do this, they use your income and asset information. They will then send you a letter to tell you how much you’ll pay towards your aged care costs.

If you have a question or concern about the calculation of your aged care costs, you should contact Services Australia. You can also book an appointment with an Aged Care Specialist Officer.

There are a number of ways you can provide feedback about the service you received from Services Australia. Find out how to provide complaints and feedback.

If you receive a means tested payment from the Department of Veterans' Affairs (DVA), you should contact DVA.
 

I have concerns about my service provider

You have the right to make a complaint about any aspect of the care and services you receive from an Australian Government-subsidised service provider. 

1. First contact your service provider
   Whether you’re concerned about the quality of your care, how you are treated by staff, the accuracy of your invoices or the choice of activities provided by your aged care provider, the first step, if you feel comfortable, is to contact your service provider directly. Discuss your concerns with them to see if they can help resolve your issue. Every service provider has their own complaint process to follow.
    
2. Not satisfied with the outcome?
   If you’re not satisfied with your service provider’s response, you can make a complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822. Anyone can make a complaint and the service is free. You can complain anonymously, confidentially or openly. You can contact the Commission even if you haven’t spoken with your provider first.
    

I have concerns about elder abuse

If you have concerns about elder abuse, you can:  

• call the national 1800 ELDERHelp (1800 353 374) (freecall) to talk to someone about potential or actual elder abuse. This service provides information on how you can get help, support and referrals. 
• visit the COMPASS website for information, a support directory and resources about elder abuse.
• contact your local state and territory helpline for information about abuse and abuse prevention, as well as useful contacts and options for getting help:
   

Getting help to make a complaint

The Older Persons Advocacy Network (OPAN)

The Older Persons Advocacy Network (OPAN) provides support to help resolve concerns and complaints on your behalf. They also provide support for people experiencing elder abuse. This help is free, independent, and confidential.
 
Read more on our Advocacy page or visit the OPAN website.

Other ways to escalate your complaint

Commonwealth Ombudsman

If you are still not satisfied with the outcome or the handling of your complaint after following the relevant complaint process, you can contact the Commonwealth Ombudsman. 

Visit the website for more information or call 1300 362 072.

Department of Health, Disability and Ageing – Reporting suspected fraud

If you suspect that someone is engaging in fraud within delivery or receipt of an aged care service, we strongly encourage you to report this to the department. An example of fraud may include where an older person has been billed for an aged care service that was not provided.

You can report suspected fraud by:

• completing the Report suspected fraud form on the Department of Health, Disability and Ageing website
• calling the Department of Health, Disability and Ageing Fraud Hotline on 1800 829 403, from 9am to 5pm AEST, Monday to Friday; or
• emailing the details to reportfraudorcorruption@health.gov.au.

More information about fraud and how to report it is located on the Department of Health, Disability and Ageing website.