Aged Care

Aged Care Complaints Resolution Scheme This is a free and independent national scheme introduced by the Commonwealth Government to handle complaints about Commonwealth funded aged care services. Anyone can complain, about anything that affects a person who is receiving, or is, was or has received or been eligible to receive aged care services. Examples include accommodation bonds, quality of buildings, quality of care, specified care and services, resident contributions, concessional status, extra services, access to advocacy services, use of confidential information. The scheme has the power to make an enforceable determination.

Penrhyn House C Block Bowes St Phillip ACT 2606
GPO Box 9848 in your capital city
Phone: FreecallT 1800 550 552 (national complaints line)
Fax: (02) 6289 1330
Switchboard (02) 6289 1555

Link to the Complaints Resolution Scheme web site

How to complain

By phone (see tollfree number above) , in writing, in person to a complaints resolution officer.

Useful information

Fact sheets and complaint statistics here

Link to Aged Care Act 1997 and Principles made under that Act.

Go to Code of Ethics and Guide to Ethical Conduct

You may also complain to the Health Services Complaints body in your state or territory. An Office of the Commissioner for Complaints has been set up to oversee the operation of the Aged Care Complaints Resolution Scheme.
More information