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Help with aged care homes
Useful contacts for residents
Aged Care InformationFor aged care information call 1800 200 422.
Aged Care Complaints SchemeIf you have a problem with an aged care home that cannot be solved with staff and management, the Aged Care Complaints Scheme can help to make a complaint and find a solution. Run by the Department of Health and Ageing, the scheme provides a free and accessible complaint system, overseen by an independent Commissioner for Complaints.
Anyone can make a complaint to the scheme about anything that may be in breach of a home's responsibilities under the aged care legislation, and that affects a person who is, was receiving, or was eligible to receive government-funded aged care services. Complaints can be made face to face, by telephone, or in writing, and it can be requested that the complaint be kept confidential or anonymous. The scheme can be contact by phoning 1800 550 552 (free call) of by mail at the Aged Care Complaints Scheme, GPO Box 9848, in your capital city.
Advocacy servicesAdvocacy services help you to exercise your rights through a process that may include information, representation, advice and support to you, your carer, your family or your friends. This is an independent, confidential service provided free of charge in each state and territory. Advocacy services promote your rights and can increase your involvement in decision-making processes affecting your life. These services may play a critical role in supporting you through a complaint process and advising you of your rights in negotiations with providers. To contact an advocacy service, telephone 1800 700 600 (free call).
Aged and Community Services Australia (ACSA)ACSA is Australia's leading peak body representing not for profit church, charitable and community organisations that provide residential and community care services to older Australians.
Aged Care Accreditation AgencyThe Aged Care Standards and Accreditation Agency Limited (known also as the Aged Care Standards Agency, or just 'the Agency') is an independent company limited by guarantee, established under the Australian Securities and Investments Commission, and subject to the Commonwealth Authorities and Companies Act 1997. It is the body established by the Commonwealth Government as the accreditation body under the Aged Care Act 1997.
The core functions of the Agency are to:
- manage the residential aged care accreditation process using the Accreditation Standards
- promote high-quality care and assist industry to improve service quality by identifying best practice, and providing information, education and training
- assess and strategically manage services working towards accreditation
- liaise with the Department of Health and Ageing about services that do not comply with the relevant standards.