Help with Complaints
Clients of Residential or Community Care services in Western Australia are entitled to make a complaint and ask for assistance and support to do so. Their rights are protected by the Aged Care Act, 1997, the Charter of Residents' Rights and Responsibilities, the Charter of Rights and Responsibilities for Community Care and the Home and Community Care Client Rights, as provided by the Department of Health and Ageing WA.
Advocare provides support for people wanting to make a complaint about the service they receive.
What is a complaint?
A complaint is an expression of dissatisfaction. The concern may be about anything regarding the care or services provided to service recipients. For example, it may relate to catering, financial matters, hygiene, equipment, security, activities, choice, comfort or safety. Advocare assists with a wide variety of aged care complaints.
Our Advocates provide professional, confidential assistance free of charge. They can help you to understand your rights and responsibilities, make complaints or advocate for positive change and are available by phone, email, mail or by appointment during business hours. We can also provide advocacy support for a person who is representing the aged care client. Clients may choose to remain anonymous.
What are the benefits of receiving advocacy?
- Accurate information about your rights and responsibilities
- An opportunity to discuss your needs and concerns
- Assistance to fully explore the options available to solve your issues
- Provide the tools you need to make more informed decisions
If you have questions about your rights or believe the rights of others are being abused contact us on 9479 7566 for information and support.
The Complaints Scheme
The Complaints Scheme addresses concerns raised about the health, safety or well being of people receiving aged care. Anyone can contact the Complaints Scheme on 1800 550 552. You may choose to remain anonymous or have your name be kept confidential. Advocare can also contact this service on your behalf.
If your issue relates to a HACC service you receive you may like to view the HACC Complaints brochure.
Click here to read the HACC Complaints Policy brochure
Looking for information about aged care fees?
- home and community care;
- daily fees;
- bonds/charges;
- aged care approval round;
- income/means testing;
- access to care;
- publicity material;
- residential classification scale; and
- financial assistance and legislation.
Phone: 1800 500 853 or 1800 555 677 (Ask for the TTY National Relay Service.)
Aged Care Australia is a source for comprehensive impartial information about aged care. If you’re an older Australian or looking after an older family member or friend, you’ll find information in these pages that can help you work out what services are available to help you.
