Aged Care Code of Conduct

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

The Aged Care Code of Conduct (Code) describes the behaviours expected of registered providers (providers), their responsible persons (e.g. Nurse Managers) and aged care workers when delivering funded aged care services to you.

The Code:

ensures the safety, health, wellbeing and quality of life for older people accessing funded aged care services
gives older people confidence and trust in the quality and safety of the care they access.

This video provides an overview of the Code and describes how providers and the people who deliver your care must behave and treat you.

Transcript of 'Aged Care Code of Conduct'

We’ve also developed a range of resources to help you understand the Code including:

You can visit the providers' page for information on the Code for providers or the workers' page for information on how we expect aged care workers and responsible persons to behave and treat you.

Who does the Code apply to?

The Code applies to:

all registered providers (providers)
responsible persons (e.g. board members and Chief Executive Officers) of registered providers
aged care workers.

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

The Code does not apply to:

health professionals a registered provider didn’t contract to deliver funded aged care services
tradespeople a registered provider didn’t engage to deliver funded aged care services.

Note: They will still be required to deliver care or interact with older people in a way that is safe and respectful and aligns with the Code.

What can you expect under the Code?

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

What if you have concerns about your care?

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

Raising a concern

Your provider should help you feel safe and supported to give feedback about your concern or make a complaint. If you feel uncomfortable speaking up or you’d 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’re not comfortable raising a concern directly with your provider or aren’t happy with their response, you can contact us. We’ll 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 accessing funded aged care services and uphold your rights.

If we find that the provider and/or the people who deliver your care have behaved in a way that isn’t 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 registered provider, an aged care worker or responsible person from the delivery of funded aged care services. We may also suspend, revoke or not renew the registration of a provider.

To find out more about the banning orders we've made, read our Aged Care Banning Orders Register.