Services available to help you to make a complaint
If you have a concern about the care you or someone else is receiving, it is important that you talk about it. There are services available to help you.
An advocate’s role is to provide support to assist you at any stage of the complaint process. It is a free confidential service. They can stand beside you or work on your behalf, at your direction, in a way that represents your expressed wishes. An advocate will always seek your permission before taking action.
An advocate can:
- support you in making decisions that affect your quality of life
- provide you with information about your rights and responsibilities, and discuss your options for taking action
- support you when you raise an issue with us or the service provider
- support you at any stage of the complaints process.
You can call the Older Persons Advocacy Network (OPAN) on 1800 700 600. OPAN is made up of nine state and territory based service delivery organisations. OPAN supports older persons and their representatives to effectively access and interact with Australian Government funded aged care services and have their rights protected.
Translating and Interpreting Services
People can raise a concern with the Aged Care Quality and Safety Commission with the help of an interpreter.
If you need an interpreter you can ask us to arrange one when you call.
Alternatively, you can contact one of the services below and ask them to help contact us on 1800 951 822:
- Translating and Interpreting Service (TIS) - 131 450
- Aboriginal Interpreter Service (AIS) - 1800 334 944
- Kimberley Interpreting Service (KIS) – 08 9192 3981
You can also download our Translated information for people receiving aged care poster (PDF, 777.92 KB) which provides information in multiple languages on how to contact us using an interpreter.
If you are hearing or speech impaired contact us through the National Relay Service:
- TTY users: phone 1800 555 677 then ask for our number 1800 951 822
- Speak and Listen users: phone 1800 555 727 then ask for our number 1800 951 822
- Internet relay users: connect to the National Relay Service and enter 1800 951 822.