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Top tips for consumers when making a complaint about aged care quality or services received.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Fact sheet,
Language resources,
Top tips for consumers front page
Publication date

We can assist with your concerns about the quality of care or services you or someone else is receiving from Australian Government funded aged care providers.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Fact sheet,
Language resources,
Complaints service we offer thumbnail
Publication date

If someone has COVID-19 in your residential aged care service, a number of changes will take place. These changes will be made very quickly. You might be anxious when these changes take place but the aim is to keep you safe.

This poster has been translated into 15 languages to help residents understand what to expect in the time of COIVD-19.

Language resources,
Poster,
Image of the 'What to expect translations - poster image' infographic translated into multiple languages
Publication date

COVID-19 is an infection that’s more serious in some older people. You might be worried but there are ways you can connect with your loved ones while protecting yourself and others. The translated versions of this poster will show you how.

Language resources,
Poster,
Image of the A3 Poster - 'How to stay safe from COVID-19 ' infographic
Publication date

COVID-19 is an infection that can be more serious for some older people. We have developed a range of resources to help consumers understand their options on staying safe, keeping in touch with loved ones and keeping fit and active.

These translated guides provide useful information on how to stay safe in a time of COVID-19.

Guides,
Image of the cover of 'How to stay safe guide'
Publication date

These translated guides will help you understand what to expect if someone has COVID-19 in your residential aged care service, including that a number of changes will take place. These changes will be made very quickly. You might be anxious when these changes take place but the aim is to keep you safe.

Guides,
Language resources,
Image of 'What to expect guide' - cover image
Publication date

The rights of consumers are protected by a Charter of Aged Care Rights. Download this helpful booklet for aged care service providers and their consumers.

This resource is not available to order on the Commission's website. Hard copies of the English version of the booklet are available at no cost from National Mailing and Marketing.

Brochure,
Language resources,
Charter of Aged Care Rights cover picture
Publication date

Information for consumers of aged care services, their families, carers and representatives about the Aged Care Quality and Safety Commission.
This resource is available in 25 different languages.

Brochure,
elderly woman looking worried and looking outside her window
Publication date

On Wednesday 31 August, the Aged Care Quality and Safety Commissioner, Ms Janet Anderson, PSM, sent a letter to consumers regarding the national aged care reforms. 

Letters,
Icon_newsletter
Publication date

How to stay safe from COVID-19 video is available in 15 different languages. The video aims to help consumers understand the steps they can take to keep themselves safe during the current pandemic. 

Video,
Image of COVID-19 video translations infographic showing icons: wash your hands, vaccination injection, and an older man
Publication date

The Notice of collection provides information on how we may collect, use and disclose personal information, for the purpose of our legislative functions. It is available in 24 languages.

Notice of collection (English)  (PDF  344.24 KB)
Portuguese – Aviso de recolha  (PDF  243.31 KB)
Tagalog – Abiso ng koleksyon  (PDF  266.14 KB)
Fact sheet,
First page of Notice of collection
Publication date

A poster outlining how to raise a concern about the quality of care a person is receiving.

This resource is available in 25 different languages including: Arabic, Armenian, Chinese Traditional, Chinese Simplified, Croatian, Dutch, English, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Poster,
Image of Do you have a concern or complaint poster
Publication date

A short video for aged care consumers, their families and representatives, explaining what the Aged Care Quality Standards mean in practice.

The video has been translated in 25 languages including Arabic, Armenian, Cantonese, Dutch, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Please note: these videos are not available for download or hard copy order.

Video,
Publication date

On 1 December 2022, the Serious Incident Response Scheme (SIRS) was extended from residential aged care to include home care and flexible aged care depvered in a home or community setting.

This fact sheet for home services care recipients explains what the SIRS is, what is expected of providers, what a SIRS reportable incident is and how to seek help if needed.

Fact sheet,
Guides,
Cover page - What is the SIRS? Information for home services care recipients fact sheet
Publication date

This fact sheet provides guidance for people who access home services through the Home Care Packages Program and what you can do if your provider wants to make changes to your home service arrangement.

Fact sheet,
home services arrangement fact sheet thumbnail
Publication date

The food and dining experience offered by your residential aged care provider should be safe, enjoyable respectful and based on what you like. This fact sheet explains how the Commission will support consumers to have their concerns about food and dining experiences raised and addressed to make sure the quality and standard of service improves.

 

Fact sheet,
First page of the Food and dining – your choices matter fact sheet
Publication date

Our Aged Care Quality Standards Consumer Outcomes A3 poster has been translated to 25 languages: Arabic, Armenian, Croatian, Chinese (Simplified and Traditional), Dutch, French, German, Greek, Hindi, Hungarian, Italian, Korean, Latvian, Macedonian, Maltese, Polish, Portuguese, Russian, Serbian, Spanish, Tagalog, Turkish, Ukrainian and Vietnamese.

Please note: This poster is not available for order.

Poster,
Icon of Quality Standards Consumer Outcomes Poster (available in 25 languages)
Publication date

Download the Charter of Aged Care Rights Template for Signing for aged care service providers and their consumers on 1 July 2019. Available in PDF and DOCX.

This resource is available in 18 translated languages including: Arabic, Chinese (simplified and traditional), Croatian, Dutch, German, Greek, Hindi, Hungarian, Italian, Korean, Macedonian, Maltese, Polish, Russian, Serbian, Spanish, and Vietnamese.

Forms,
Language resources,
Cover image of Charter for Aged Care Rights signing template