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Provider rights

Charter of Aged Care Rights

From 1 July 2019, providers must give consumers a copy of the new Charter of Aged Care Rights (the Charter) signed by the provider, and ensure that the consumer or their authorised person has been given a reasonable opportunity to sign a copy of the Charter.

The purpose of requesting the consumer’s signature is to allow them to acknowledge they have received the Charter and had assistance to understand it. Consumers are not required to sign the Charter and can commence, and/or continue to receive care and services, even if they choose not to sign 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.

Making a complaint

Any person, including aged care staff, volunteers, professionals, consumers and their families, 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:

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 Aged Care Quality and Safety 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.


Monday, 25 March 2019 - 5:13pm