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Quality of care and consumer rights

If you are living in an aged care home or receiving aged care services at home, there are a number of ways your rights are protected:

Resident agreements

If you are living in an aged care home, the care you receive is defined in the resident agreement you make with the home when you first move in.

The agreement covers all aspects of aged care living, such as the services you will receive, any fees you are expected to pay and what your rights and responsibilities are.

The resident agreement is a legal document between you and your aged care home.

Read more about resident agreements.

Home care agreements

If you are receiving a home care package, you will have a home care agreement with your service provider. Your agreement sets out details of the care and services you receive, and the costs. Costs must also be provided to you in a monthly statement.

Your service provider must help you to understand the information in your agreement.

Read more about home care agreements.

Charter of Care Recipients’ Rights and Responsibilities

If you are living in an aged care home, in addition to the resident agreement, your rights and responsibilities are outlined in the Charter of Care Recipients’ Rights and Responsibilities – Residential Care.

If you receive home care, your rights and responsibilities are protected by the Charter of Rights and Responsibilities – Home Care.

Where can I get a copy of the charter?

A copy of the charter is usually included with your agreement and should be displayed in aged care homes. You can also view both the charters online.

Accreditation standards

Aged care homes that receive a subsidy from the Australian Government have to meet accreditation standards. These standards are part of the legislation. They set out the quality of care and services that must be provided to care recipients.

The standards cover areas such as management, staffing, health and personal care, resident lifestyle, living environment, catering, cleaning, continuous improvement, and safety and security.

Read more about accreditation standards.

What happens if accreditation standards aren’t met?

If the government is aware that an aged care home does not meet the standards, it may issue a Notice of Non-Compliance or place sanctions on that home.

When you search for an aged care home using the find a service tool, you can see if a home has a sanction in place.

Raising a concern

If you, your family or anyone else is concerned about the care or services you receive, you can raise a concern with your aged care home or service provider. This is often the quickest and easiest way to find a solution.

If you don’t feel comfortable speaking with your service provider, or if your concern isn’t resolved, you can contact:

Read more about how to make a complaint.

Questions about quality of care

You might like to ask your aged care service provider some of these questions:

  • How is the quality of care and services measured?
  • How can family and friends be involved in my care?
  • What is the service provider doing to improve the quality of care and services?
  • How do you ensure the privacy of information about me?

Read more questions for service providers.

Last reviewed: 31 December, 2018.