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How to make a complaint about an ACAT
It’s not always easy to complain about how a service is provided. Remember that even if a service is free, or there’s only a small fee, you still have the right to make a complaint – and that complaints can actually help improve services, not just for yourself, but for others.
If you have a complaint relating to the conduct or operation of an individual Aged Care Assessment Team (ACATs or ACAS in Victoria) (more information) or a specific ACAT member, you should ideally refer to the ACAT in the first instance.
ACATs are employed by state and territory governments, so the teams are covered by state/territory government complaints procedures.
Each ACAT has procedures in place to work through your complaint with you. If the complaint cannot be resolved at this level, you can direct it to the relevant state or territory office of the Australian Government Department of Health and Ageing for advice and assistance in its capacity as the ACAT employer.
If you want to make a complaint:
- talk to the ACAT directly about your concern and ask to speak to a senior person
- put your complaint in writing, and
- consider having someone to support you to raise your concerns.
Aged Care Advocacy Services
Another route for making a complaint or for advice about your rights is through an advocacy service, available in each state and territory. These services can help you understand the information you’re given, and can also speak to the service provider on your behalf.An advocacy service provides advice and support, and represents people receiving aged care. This includes people who:
- live in high-level care (a nursing home) or low-level care (a hostel)
- receive an Extended Aged Care at Home (EACH) package or an Extended Aged Care at Home Dementia (EACHD) package
- receive transition care.
- have been assessed by an ACAT
- used to receive aged care services
- are representing the interests of the person receiving aged care services
Common questions on this topic:
See all common questions