How to raise a concern or complaint
There are several ways to raise a concern or make a complaint:
- phone: 1800 951 822 (free call)
- email: info@agedcarequality.gov.au
- online contact 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:
- Lodging a Serious Incident Response Scheme (SIRS) notification
- You can do this on the My Aged Care portal, if 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 Assessors
- Our Quality Assessors visit aged care services to assess their performance. They talk to older people and staff, and review documents. You can talk to an assessor 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 an assessor by phone or when you’re not at work.
Speaking to us is confidential and private
You can choose how you share information with us. You can be:
- anonymous: you don’t have to 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.
Note: we collect and use personal information in line with the Aged Care Quality and Safety Commission Act 2018 and the Aged Care Quality and Safety Commission Rules 2018. Contact us for more information.
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.
