Complaints Investigation Scheme

The Aged Care Complaints Investigation Scheme is available to anyone who wishes to make a complaint about an Australian Government-funded aged care service, including:

• people living in aged care homes
• people receiving Community Aged Care Packages (more information) or flexible care (more information), or
• relatives, guardians or representatives of those receiving care.

The scheme is:

• a free service which seeks to resolve complaints about the health, safety and/or welfare of people receiving aged care
• able to refer issues that may be more appropriately dealt with by others (e.g. police, nurses and medical registration boards), and
• overseen by an independent Aged Care Commissioner.

A complaint may be about any aspect of a government-funded aged care service that should be provided or made available to people receiving care. This may include care, catering, financial matters, hygiene, security, activities, choice, comfort and safety.

Complaints may be made openly or confidentially