Code of Conduct for Aged Care – information for consumers

What is the Code of Conduct for Aged Care?

Everyone has the right to receive safe and quality aged care services.

The Australian Government is making improvements to address the recommendations of the Royal Commission into Aged Care Quality and Safety. This includes better protections for older Australians to keep them safe from harm.

A Code of Conduct for Aged Care (the Code) is one of these measures.

The Code describes the behaviour expected of aged care providers, their governing persons (e.g. board members and Chief Executive Officers) and aged care workers. It describes how providers and the people who provide your care must behave and treat you.

The Code has been developed based on the existing National Disability Insurance Scheme (NDIS) Code of Conduct and gives the Aged Care Quality and Safety Commission (the Commission) the power to deal with behaviour that is not consistent with the Code.

Who does the Code apply to?

The Code applies to:

• approved aged care providers of residential, home care and flexible care funded by the Australian Government
• their governing persons (e.g. board members and CEOs)
• aged care workers of approved providers.

Many aged care providers use contractors, volunteers or other people to provide aged care services. Most people involved in providing your care will be expected to comply with the Code.

Although Commonwealth Home Support Programme (CHSP) and National Aboriginal and Torres Strait Islander Flexible Aged Care Program (NATSIFACP) services will not be covered by the Code, they will still be required to provide care that is safe and respectful and to behave in a way that aligns with the Code.

What can you expect under the Code?

You should always be treated well and feel safe. Your aged care provider and the people who provide your care must act in a way that is respectful, kind and consistent with the behaviours set out in the Code.

What if you have concerns about your care?

If you are concerned about the way your aged care provider, or the people providing your care are behaving, it is important to speak up. Tell someone about it so action can be taken to protect you and other people.

Raising a concern

Your aged care provider should help you feel safe and supported to raise your concern, give feedback or make a complaint. If you feel uncomfortable speaking up or you would like some support, there are people who can help.

You could ask a friend or family member to help you raise a concern directly with the provider or you can get help from an independent advocate, at no cost. You can call the Older Person Advocacy Network (OPAN) on 1800 700 600 to be connected to a local, independent advocate who can help you to raise your issue with your provider.

If you are not comfortable raising a concern directly with your provider or are not happy with their response, you can contact us. We will listen to you, give you information and work with you and your provider to resolve the concern.

You can complete our online contact form, or free call 1800 951 822.

What can the Commission do?

Our role is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care services.

If we find that the aged care provider and/or the people who provide your care have behaved in a way that is not consistent with the Code, we can take action. 

We have access to a range of compliance and enforcement actions to respond to different situations. In severe cases, our action may include banning a current or former aged care worker or governing person from working in aged care. In the case of approved providers, we may apply a sanction or revoke their approved provider status.

An Aged Care Banning Orders Register (the Register) will be maintained on our website with information relating to any individuals who have received a banning order. 

If you’d like more information on the Code

You can:

• Talk to your aged care provider
• Visit the Department of Health website