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Advocacy and Complaint Resolution in Aged Care Homes (Nursing Homes and Hostels) in Australia

Advocacy services are available to help older people and people with a disability understand and exercise their rights. The services are generally free of charge and information, advice, support and representation can be provided on a confidential basis. Contact details are as follows:

NSW - The Aged-Care Rights Service:

(02) 9281 3600 or 1800 424 079

Victoria - Residential Care Rights:

(03) 9602 3066 or 1800 133 312

Queensland - Aged and Disability Advocacy:

(07) 3637 6000 or 1800 818 338

Western Australia - Advocare:

(08) 9479 7566 or 1800 655 566

South Australia - Aged Rights Advocacy Service:

(08) 8232 5377 or 1800 802 030

Tasmania - Advocacy Tasmania Inc:

(03) 6224 2240 or 1800 005 131

Northern Territory - Darwin Community Legal Service:

(08) 8982 1111 or 1800 812 953

Northern Territory - Alice Springs Centacare:

(08) 8958 2400 or 1800 354 550

ACT - Disability, Aged and Carers Advocacy Service:

(02) 6242 5060

The Aged Care Complaints Scheme is a free service for people to raise their concerns about the quality of aged care services (including the quality of care, choice of activities, personal care, catering, communication and the physical environment) that are subsidised by the Australian Government.

The scheme covers residential aged care, as well as Community Aged Care Packages (CACP), Extended Aged Care at Home (EACH) programs and Extended Aged Care at Home Dementia (EACH D) programs.

Anyone can make a complaint about anything that may constitute a breach of the service provider’s responsibilities. Complaints can be kept confidential or anonymous.

The Aged Care Complaints Scheme can be contacted on 1800 550 552.

More Information?

This Aged Care Guide comprises the following pages:

  1. Overview

  2. Eligibility and Assessment

  3. Fees and Charges

  4. Accreditation Standards and Compliance

  5. Resident Rights and Responsibilities

  6. Residential Respite Care

  7. Advocacy and Complaint Resolution

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