Australia’s aged care system is built on the principles of dignity, safety, respect, and accountability. Yet even within a regulated system, problems can arise: misunderstandings, lapses in communication, inconsistent service quality, or concerns about safety and wellbeing.
For older Australians and their families, knowing how to raise a complaint confidently and effectively is essential. Speaking up is not only a legal right—it’s a critical mechanism for improving the aged care system as a whole.
This guide explains the steps, protections, and best practices for submitting complaints or feedback, whether care is delivered at home or in an aged care facility.
Why Complaints Matter in Aged Care
Complaints play a crucial role in ensuring older Australians receive the quality of care they are entitled to. When concerns are raised:
- Providers gain the opportunity to correct issues early
- Clinical and personal risks can be reduced
- Services become more consistent and transparent
- Compliance with the Strengthened Aged Care Quality Standards improves
- Older people feel heard, respected, and safe
- The system becomes stronger and more trustworthy
The Aged Care Quality and Safety Commission (ACQSC) oversees complaints to ensure providers are meeting their obligations under:
- Strengthened Aged Care Quality Standards
- Aged Care Code of Conduct
- Aged Care Act 2024
- Consumer protections under Commonwealth law
Speaking up is not confrontation—it is advocacy. It allows families to protect their loved ones and contribute to systemic improvement.
Who Can Make a Complaint?
Complaints are not limited to care recipients. Anyone concerned about an older person’s wellbeing can raise an issue.
This includes:
- The older person receiving care
- Family members
- Friends or neighbours
- Support workers
- Healthcare professionals
- Advocates
- Representatives or guardians
Importantly, complaints can be made:
✔ With your name
✔ Through a representative
✔ Anonymously
Anonymous complaints may limit how much information the Commission can share in follow-up reports, but confidentiality will always be protected.
Start With the Provider: The Fastest and Most Effective Approach
The ACQSC strongly recommends raising concerns directly with the aged care provider first, whenever it is safe and appropriate.
Most issues can be resolved quickly through:
- A conversation with the care coordinator
- Speaking with the facility manager
- Requesting a meeting to revisit the care plan
- Raising concerns through the provider’s formal complaints process
Why start here?
- Providers are legally required to handle complaints professionally
- They must document all concerns and actions taken
- They can often implement solutions immediately
- Many issues arise from miscommunication and can be resolved collaboratively
However, if the issue is serious, ongoing, or you feel unsafe raising it directly, you can contact the ACQSC at any time.
How to Submit a Complaint to the Aged Care Quality and Safety Commission
The Commission accepts complaints in several ways:
Phone: 1800 951 822
Online form: via the ACQSC website
Email or mailed complaint
Through an advocate or representative
When submitting a complaint, effective communication is essential. Clearly outlining the issue helps the Commission understand the situation and take action.
A strong complaint includes:
- What happened (describe events factually)
- When it happened (dates, times, frequency)
- Who was involved
- Why it is a concern (safety, dignity, rights, service quality)
- Any evidence (notes, photos, documents, observations)
- What outcome you hope for (e.g., staff training, medication review, improved communication)
The desired outcome is especially important. For example:
- Improvement in care quality
- Explanation or apology
- Review of policies
- Reassessment of care needs
- Ensuring it doesn’t happen again
The Commission may:
- Conduct assessments
- Contact the provider
- Request documents
- Monitor ongoing improvements
- Guide the provider through corrective actions
Your Right to Complain Without Fear of Retaliation
Under the Aged Care Act 2024, older Australians have explicit protections ensuring they can speak up safely.
Providers must not:
- Threaten to reduce services
- Treat a person differently after a complaint
- Intimidate or punish a consumer or family member
- Block or discourage someone from contacting the Commission
Whistleblower protections ensure that:
✔ Anyone reporting wrongdoing is legally protected
✔ Identities can remain confidential
✔ Providers must not penalise complainants
✔ Reports help strengthen transparency and accountability
This encourages staff, families, and community members to raise concerns early—before they escalate.
When Should You Make a Complaint?
A complaint is appropriate whenever something does not feel right, including:
- A decline in personal care quality
- Medication concerns
- Safety risks
- Poor communication
- Staff behaviour issues
- Unexplained injuries
- Inadequate supervision
- Cultural or identity disrespect
- Incorrect fees or surprise charges
- Lack of adherence to care plans
- Emotional or psychological neglect
Early reporting prevents problems from growing or becoming patterns.
Tips for Making Complaints More Effective
To get the best outcome:
✔ Be clear and specific
Describe exactly what happened and why it matters.
✔ Stay calm and factual
Avoid emotional language—focus on details.
✔ Put things in writing
Written records help ensure accuracy.
✔ Keep a diary or notes
This helps track patterns or recurring issues.
✔ Bring support
Advocates, interpreters, or family members can help communicate concerns.
✔ Follow up
If you don’t hear back within a reasonable time, request an update.
The Role of Advocacy Services
Many older Australians prefer support when submitting complaints.
Advocacy services can help by:
- Accompanying older people in meetings
- Helping write complaints
- Explaining rights
- Supporting follow-up actions
- Ensuring the older person’s voice is central
Advocates are especially valuable for people with:
- Cognitive changes
- Language barriers
- Anxiety about confronting providers
- Limited family support
Independent advocacy is confidential and free.
Complaints Lead to Better Care
Far from being a disruption, complaints:
- Drive improvement
- Highlight systemic problems
- Encourage staff training
- Strengthen accountability
- Protect vulnerable individuals
- Build trust between families and providers
Every concern raised contributes to a safer aged care environment for all Australians.
Conclusion: Confidence Through Knowledge
Understanding how to raise complaints—and recognising the protections in place—empowers older Australians and their families to take an active role in safeguarding care standards.
A system that encourages feedback is a system built on dignity, safety, and respect.
How SSCA Supports Families on Their Aged Care Journey
Choosing the right provider can feel overwhelming, especially when navigating complaints, service quality, or confusing fee structures.
At Support Services Connect Australia (SSCA), we offer free, independent care finding support to help families:
- Compare providers
- Understand service options
- Make informed, confident decisions
- Choose a provider aligned with their needs and preferences
With over 25 years of experience in Australia’s aged care sector, SSCA helps ensure every family enters the system with clarity—not confusion.