How to Make an Aged Care Complaint
Aged care complaints explained: how to raise one with the provider, contact the Quality and Safety Commission, stay anonymous, and get free help.
Speaking up is your right
Start with the provider
Contact the Commission
You can stay anonymous
What to have ready
What happens next
Free help to raise a concern
Frequently asked questions
Where do I make an aged care complaint?
Start by raising it directly with your provider, who must have a complaints process. If that does not resolve it, or you would rather not, contact the independent Aged Care Quality and Safety Commission on 1800 951 822 or through the online form at agedcarequality.gov.au.
Can I complain anonymously?
Yes. You can make a confidential or anonymous complaint. Note that if you stay fully anonymous, the Commission cannot contact you for more detail or tell you the outcome. A confidential complaint, where they know you but keep it private, often works better.
Will complaining affect my care?
It should not. Providers are required to support your right to raise concerns without it affecting your care, and complaining is part of how problems get fixed. If you are worried, a free advocate through OPAN on 1800 700 600 can help you raise it safely.
Can someone help me make a complaint?
Yes. The Older Persons Advocacy Network (OPAN) offers free, independent and confidential help on 1800 700 600. An advocate can explain your rights, help prepare your complaint, and speak up on your behalf, which is useful if you feel unsure or unwell.