How to Make an Aged Care Complaint
If someone is in immediate danger, call 000.
To report a crime such as assault or theft, call police on 131 444.
For suspected elder abuse, call the National Elder Abuse Helpline on 1800 353 374.
You can complain without your name being passed to the provider. Retaliation is unlawful and help is free. How to raise a concern, escalate to the Commission, and what to put in writing.
Step 1: Speak to the Provider First
Most care issues—such as missed medication, poor food quality, call bell delays, or staff communication—can be resolved quickly by raising them directly with your aged care provider. Approved providers are required under Australian legislation to have an internal complaints management process that is accessible, fair, and prompt.
How to Raise an Internal Complaint
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A
Contact the Registered Nurse or Facility Manager: Request a private meeting or put your concerns in writing to the director of nursing, facility manager, or home care coordinator.
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B
Be Specific and Keep Records: State what happened, when it occurred, who was involved, and how it affected the resident. Keep a personal log of dates, times, and responses received.
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C
State Your Expected Outcome: Clearly explain what action you want taken—such as a care plan review, staff training, a formal apology, or rectified billing.
Three Ways to Identify Yourself
When making a complaint to an advocate, provider, or government commission, you can choose how your details are handled:
Open Complaint
You provide your name and contact details, and consent to sharing them with the care provider. This allows direct investigation and specific feedback to you.
Confidential Complaint
You give your name and details to the advocate or Commission so they can contact you, but specify that your identity must not be disclosed to the aged care provider.
Anonymous Complaint
You do not provide your name or any identifying information. The concern will still be examined, though the Commission or advocate cannot update you directly.
Protection Against Retaliation
Retaliation and Victimisation Are Strictly Unlawful
Many families fear that raising a concern will lead to negative treatment or retaliation against their loved one. Under Australian aged care legislation, providers are legally required to ensure that no resident, family member, carer, or worker experiences victimisation, penalty, or adverse treatment as a result of making a complaint.
If you believe a provider or staff member has treated a resident unfairly or penalised them after a complaint was raised, report this immediately to the Aged Care Quality and Safety Commission on 1800 951 822 or contact an advocate on 1800 700 600.
Free Independent Advocacy Support (OPAN)
You do not have to handle a complaint alone. The Australian Government funds the Older Persons Advocacy Network (OPAN) to provide free, confidential, and independent advocacy services to aged care consumers and their representatives across Australia.
How an OPAN Advocate Can Help You
- Listen to your concerns and explain your rights under the Aged Care Quality Standards.
- Help you clarify issues and prepare what to say or write to your provider.
- Attend complaint meetings with you as a supportive third party.
- Assist you in escalating unresolved complaints to the Aged Care Quality and Safety Commission.
Step 2: Escalating to the Aged Care Quality and Safety Commission
If your provider fails to address your complaint, if you feel unsafe speaking to the provider directly, or if the issue involves systemic care failures, you can lodge a formal complaint with the Aged Care Quality and Safety Commission (ACQSC).
What the Commission Can Do
- Investigate care standards, staffing levels, clinical governance, and fee disputes.
- Conduct unannounced site visits and audits of aged care facilities.
- Require providers to submit resolution action plans or issue formal compliance notices.
- Enforce penalty sanctions or revoke provider accreditation for serious non-compliance.
Ways to Contact the Commission:
Phone: Call 1800 951 822 (free call)
Online Form: Visit the official Aged Care Quality and Safety Commission website
What to Put in Writing & Letter Template
Writing down your concern creates a clear, dated record. Keep your letter concise, factual, and focused on specific incidents rather than general frustration.
Draft your complaint letter
Eldwyncare has a free tool that builds a complaint letter from your answers to a few questions. You send the letter yourself — we do not contact providers or government on your behalf.
Date: [Date]
To: Facility Manager / Care Coordinator, [Name of Provider or Facility]
Re: Formal Complaint regarding care for [Resident's Full Name]
Dear Manager,
I am writing to formally raise a concern regarding the care provided to [Resident's Full Name] at [Facility Name].
Details of the concern:
On [Date] at approximately [Time], the following incident occurred: [Describe factually what happened, e.g., missed medication, call bell unanswered for 45 minutes, cold meal served].
Impact on resident:
As a result of this incident, [Resident's Name] experienced [describe impact, e.g., distress, pain, confusion].
Requested action:
To resolve this matter, I request that the provider:
1. [e.g., Review the resident's care plan]
2. [e.g., Ensure adequate staff coverage during evening shifts]
3. [e.g., Provide a written response outlining steps taken to prevent recurrence]
Please confirm receipt of this letter and advise when I can expect a response.
Yours sincerely,
[Your Name]
[Your Relationship to Resident]
[Contact Phone & Email]
Key Contacts & Dedicated Hotlines
Depending on the nature of your concern, specific official agencies and translation services are available:
| Organization / Service | Phone Number | Scope & Details |
|---|---|---|
| Emergency Services | 000 | Immediate life-threatening emergencies |
| Police Assistance | 131 444 | Crime reporting (assault, theft, fraud) |
| National Elder Abuse Helpline | 1800 353 374 | Free confidential advice on elder abuse |
| Aged Care Quality and Safety Commission | 1800 951 822 | Formal aged care complaints & regulatory oversight |
| ACQSC Food, Nutrition and Dining Hotline | 1800 844 044 | Direct concerns regarding food, meal quality, or dining |
| ACQSC Serious Incident Response Scheme | 1800 081 549 | Enquiries regarding reportable serious care incidents |
| Older Persons Advocacy Network (OPAN) | 1800 700 600 | Free, independent advocacy & support |
| My Aged Care | 1800 200 422 | Assessment, system access, & service information |
| Services Australia Aged Care Line | 1800 227 475 | Means testing, income/asset fees, & hardship support |
| Commonwealth Ombudsman | 1300 362 072 | Complaints regarding government department actions |
| Translating and Interpreting Service (TIS) | 131 450 | Free telephone interpreting in over 160 languages |
| Aboriginal Interpreter Service | 1800 334 944 | Interpreting for Aboriginal & Torres Strait Islander languages |
Frequently Asked Questions
Can I make a complaint without giving my name?
Yes. You can make an open, confidential, or anonymous complaint. Confidential means you give your name to the Commission or advocate but ask that it not be shared with the provider. Anonymous means no identifying information is provided.
Is it illegal for an aged care provider to retaliate if I complain?
Yes. Under Australian aged care legislation, providers are legally required to protect residents, workers, and families from victimisation, retaliation, or adverse treatment when a complaint is raised.
Who can help me make a complaint for free?
You can contact the Older Persons Advocacy Network (OPAN) on 1800 700 600. OPAN provides free, confidential, independent advocacy services across Australia to help residents and families raise concerns.
How do I escalate a complaint if the provider does not fix the issue?
You can contact the Aged Care Quality and Safety Commission on 1800 951 822 or lodge an online complaint via their website. The Commission can examine records, conduct site visits, and issue formal compliance notices.
What if my complaint involves immediate physical danger or a crime?
If anyone is in immediate physical danger, call 000. If a crime such as assault or theft is suspected, report it to the police on 131 444. You can also report suspected elder abuse to the National Elder Abuse Helpline on 1800 353 374.
Sources: Aged Care Act 2024; Aged Care Rules 2025; My Aged Care; Older Persons Advocacy Network (OPAN).
Last reviewed: 2 August 2026.
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