Consumer Advisory Bodies
Changes are being made to the way aged care services are governed. These are known as the Strengthening Provider Governance reforms.
One change is the requirement for approved aged care providers to offer consumers and their representatives the opportunity to establish a Consumer Advisory Body.
Joining a Consumer Advisory Body is a way to have your concerns and suggestions heard by the people who govern your service.
When are providers required to comply?
Organisations that apply to become an approved aged care provider on or after 1 December 2022 must offer to establish a consumer advisory body from the day they become an approved provider.
For providers approved before 1 December 2022, offers to establish a consumer advisory body must be made at least once a year from 1 December 2023.
This means that you may not receive an invitation to take part immediately.
How will it work?
A Consumer Advisory Body’s role is to give consumer feedback to your service’s governing body.
The governing body must consider all feedback from the Consumer Advisory Body when making decisions. The governing body will also tell the Consumer Advisory Body in writing how it considered this feedback.
This video provides more information about the strengthening provider governance reforms. It includes information on Consumer Advisory bodies.
How do I get involved?
At least once every 12 months, your aged care provider must ask you and your representatives if you would like to join a Consumer Advisory Body. Your provider will give you information on how the body will work, what you need to do, and how they will select members if there are too many nominations.
Membership to a Consumer Advisory Body is voluntary for all consumers and their representatives.
Each provider will run their Consumer Advisory Body based on their size, services and locations.
What if I don’t receive an invitation?
If you do not receive an invitation to join a Consumer Advisory Body you can speak to your provider.
If you feel uncomfortable or are having difficulty talking to your provider about your concerns, you can contact us and we will help you.
You can also seek support or advice from free, independent advocacy services. These services can provide support to you on issues related to Commonwealth-funded aged care services. The Older Person’s Advocacy Network (OPAN) Support Line can provide free and independent advice on 1800 700 600 or visit opan.org.au.
Which aged care providers need to establish a Consumer Advisory Body?
All approved providers will need to comply with this requirement except for those who are state or territory approved providers or a local government authority.
Commonwealth Home Support Programme and National Aboriginal and Torres Strait Islander Flexible Care providers are not covered by the Strengthening Provider Governance reforms.
Are there other ways to be involved?
Yes. Your provider may have an existing group or forum for consumers to share feedback.
The Commission has also established the Consumers and Families panel to share ideas and opinions. This includes ideas on how we work, the information we provide and how we interact with consumers.
Further information and resources
For more information about the reforms and how the consumer advisory body will operate, please go to:
- Strengthening Provider Governance video
- Provider responsibilities relating to governance: Guidance for approved providers November 2022
- Consumer advisory body – a fact sheet for consumers
- Consumer advisory body poster