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How to make a complaint

You have the right to raise your concerns about the information, service or care you receive from My Aged Care, your assessor or service provider.

There are different ways to make a complaint, depending on what the issue is. Read how to raise your:

If you do not know what type of assessment you had, you can call My Aged Care on 1800 200 422 to find out.

There are also other complaints services for particular situations.

Whatever your concerns, there are procedures in place to work through them. There are also advocacy services that can help you raise concerns about your services.

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.

You can make a complaint by:

  • calling My Aged Care on 1800 200 422
  • lodging an online feedback form on the My Aged Care website at myagedcare.gov.au/contact-form
  • faxing your complaint to 1800 728 174, or
  • posting your complaint to My Aged Care Complaints, PO Box 210, Balwyn VIC 3103.

If you are not satisfied with the response you receive, you can take further action by sending an email with the detail of your complaint, and your My Aged Care reference number, to myagedcaresupport@healthdirect.org.au.

Factsheet

Download or print the Making a complaint about My Aged Care factsheet.


Concerns about your home support assessment (with a RAS)

If you have concerns about your assessment, you should talk to your Regional Assessment Service (RAS) 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 on 1800 200 422 to find out.

RAS organisations have complaints procedures in place to work with you to address your concerns.

If you cannot first resolve the issue with your RAS assessor or their organisation, you can call My Aged Care.

Concerns about your comprehensive assessment (with an ACAT)

All Aged Care Assessment Teams (ACATs or ACAS in Victoria) have procedures in place to work through your concerns.

If you have concerns about your assessment, you should talk to your ACAT assessor or manager in the first instance to see if they can help.

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

ACATs are employed by state and territory governments.

If you cannot first resolve the issue with your ACAT, ask them to give you the contact details of your state or territory government department manager.

Concerns about the outcome of your comprehensive ACAT assessment

If you do not agree with the assessment outcome in your approval letter from the ACAT, or you want to discuss any issues about the decision, contact your ACAT. 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, outlining why you think the decision should be changed:

The Secretary
Department of Health
Attn: Aged Care Assessment Program
GPO Box 9848
SYDNEY  NSW 2001

You must write to the Secretary within 28 days of receiving your approval letter.

The approval letter will include information on how you can ask for a review of a decision. There is no charge for this.

If you don’t receive a letter explaining the assessment outcome from the ACAT, you will need to contact the ACAT 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.

If you have a concern about the care or services you receive from an aged care provider you can:

  • first talk to your service provider about your concerns
  • make a complaint to the Aged Care Complaints Commissioner, if you can’t resolve the issue with your service provider.

Raising concerns with a service provider

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.

Whether you make your complaint in person, in writing or anonymously, the service provider must deal with your complaint.

Making a complaint to the Aged Care Complaints Commissioner

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 Complaints Commissioner. This is a free service.

Read more about making a complaint to the Aged Care Complaints Commissioner.

Other complaints services

Commonwealth Ombudsman

If you are still not satisfied with the outcome or the handling of your complaint, contact the Commonwealth Ombudsman. Visit the website for more information or call 1300 362 072.

Australian Securities and Investments Commission (ASIC)

If you have concerns about the financial management of your aged care home, you can contact ASIC. ASIC has the power to investigate the financial operations of aged care operators.

Visit the website for more information or call ASIC’s Customer Contact Centre on 1300 300 630.

Last reviewed: 17 October, 2017.