How to raise a concern or complaint
There are several ways to make a complaint or give feedback:
- phone: 1800 951 822 (free call)
- email: info@agedcarequality.gov.au
- online complaint form
- letter: to Aged Care Quality and Safety Commission, GPO Box 9819, in your capital city.
Other ways to share your concerns
You can also share your concerns by:
- Submitting a Serious Incident Response Scheme (SIRS) reportable incident notification
- You can do this on the My Aged Care portal, if a reportable incident has happened (or is alleged or suspected) and this is part of your role.
- Using the feedback survey
- When a Quality Assessor visits your service, we display a ‘Visiting your service’ poster. This gives you access to a feedback survey. You can use the survey to share your thoughts or ask to speak to a Quality Assessor. If you want us to contact you confidentially, you can ask for this in the survey.
- Talking to our Quality Auditors, authorised Commission officers and other regulatory officers
- Our Quality Auditors visit aged care services to assess their performance. They talk to older people and staff and they review documents. Authorised Commission officers visit aged care services to monitor or investigate if they’re complying with their obligations.
- You can talk to any of our Commission officers when they visit your service. Your service must provide a private space for this discussion, if possible. If you prefer, you can ask to talk to a Commission officer by phone or when you’re not at work.
Sharing concerns openly, anonymously or confidentially
You can choose how you share information about a concern with us. You can be:
- anonymous: you don’t give us your name
- confidential: you give us your name, but we don’t reveal it to anyone
- open: you give us your name and we can share it with others.
Let us know the best way for you.
We treat all complaints and feedback on concerns we receive as though it qualifies for whistleblower protections under the Aged Care Act. To find out more about whistleblower protections, see our Managing Whistleblower Disclosures Policy.
Contact us for more information.
If you need an interpreter
If you need an interpreter to speak with us, please call the Translating and Interpreter Service on 131 450 and ask for the Aged Care Quality and Safety Commission.
