Consumer rights

Single Charter of Aged Care Rights

From 1 July 2019, a single Charter of Aged Care Rights will take effect and replace the previous Charters of Care Recipients' Rights and Responsibilities.

The comprehensive and concise new Charter will provide the same rights to all consumers, regardless of the type of subsidised care and services they receive. It covers the 14 fundamental protections that are listed below.

I have the right to:

1. Safe and high quality care and services;

2. be treated with dignity and respect;

3. have my identity, culture and diversity valued and supported;

4. live without abuse and neglect;

5. be informed about my care and services in a way I understand;

6. access all information about myself, including information about my rights, care and services;

7. have control over and make choice about my care and personal and social life, including where the choices involve personal risk;

8. have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions;

9. my independence;

10. be listened to and understood;

11. have a person of my choice, including an aged care advocate, support me or speak on my behalf;

12. complain free from reprisal, and to have my complaints dealt with fairly and promptly;

13. personal privacy and to have my personal information protected;

14. exercise my rights without it adversely affecting the way I am treated.

DOWNLOAD THE CHARTER OF AGED CARE RIGHTS TEMPLATE FOR SIGNING (available in PDF and DOC).

Read the ministerial release: Australian signs up for new era of Aged Care rights.

Consumers have the option of signing the Charter of Aged Care Rights (the Charter). Consumers can receive care and services even if they choose not to sign.

If a Consumer decides to sign the Charter, they are acknowledging that their provider has given them a copy of the Charter, and assisted them to understand:

• information about consumer rights in relation to the aged care service; and

• information about consumer rights under the Charter.

Standards of care

Aged care services that receive a subsidy from the Australian Government have to meet the relevant relevant quality standards. These standards are part of the legislation and set out the quality of care that must be provided to consumers. Our role as the Aged Care Quality and Safety Commission (the Commission) is to hold aged care providers accountable to the standards.

• Learn more about existing Standards.

• Learn more about the new Aged Care Quality Standards.

Make a complaint

Any person, including consumers or their family members, friends, or aged care staff, can make a complaint about an Australian Government funded aged care provider to the Commission. Complaints may relate to any aspect of service including care, choice of activities, discrimination, catering, communication or the physical environment.
Complaints about the aged care service can be made by:

Complaints about the aged care service can be made by:

• Calling 1800 951 822
• Submitting an online complaint form
• Or by writing us a letter

Privacy policy 

Australian Government agencies must comply with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988. The APPs cover the collection, storage, quality, use and disclosure of personal information about individuals. Our Privacy Policy explains what the Commission is going to do with your information from our interactions with you.

For more information, see our Privacy Policy and Notice of Collection pages.

Other aged care contacts

A summary of other useful contacts can be found below:

• My Aged Care – Find information about the services you need and what you need to do to receive them. There is also a national contact centre that can answer your questions; they are open Mon-Fri 8am-8pm, Sat 10am-2pm. Call 1800 200 422.

• Older Person Advocacy Network (OPAN) – The national aged care advocacy line to support you with raising a concern or complaint about aged care. Call 1800 700 600.

• Lifeline – A national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services. Call 13 11 14.

• National Dementia Hotline – A free confidential support service which provides information about dementia, memory loss and information about government support services. Call 1800 100 500.