WA seniors to benefit from new aged care complaints framework

Tue, 11 Jul 2017

Seniors in residential aged care in Western Australia will have their rights better protected under a new national framework.

Advocare as part of a new national elder’s rights giant, OPAN, has been awarded federal funding to crack down on concerns and issues in aged care, ensuring older Australians are educated on their rights, and provided with much needed advocacy.

The Minister for Aged Care, the Hon Ken Wyatt AM, MP announced the funding contract of $25.7 million over three years to established programs to create a more consistent, accessible and inclusive service.

There is a dire need for continued federal support and Advocare’s CEO Greg Mahney said the funding has come at the appropriate time considering the increase in the number of Western Australians asking for information and support on issues such as choice and decision making, and fees and charges.

“We are very pleased to be resourced to respond to the increasing amount of cases and help those most vulnerable in our communities” said Mr Mahney.

941 cases were reported last financial year compared to 897 the previous year. The main issues relate to consumer rights, level of care and administration and fair trading.

Other calls about lack of adequate personal care and equipment, a lack of challenging activities for more active and engaged residents, overmedication or incorrect medication, and insufficient comforts, such as heating or air conditioning at unsuitable settings were reported.

“Raising a concern can be a daunting and challenging experience. Having the knowledge, support and resources is critical’ added Mr Mahney.

Mr Mahney also urged people to see complaints as a normal way to ensure that aged care services are the best they can be, and allowed a valuable opportunity for continued learning and quality improvement.

From July 1, the Older Persons Advocacy Network (OPAN) comprising of nine state and territory aged care advocacy organisations – will deliver advocacy services under the National Aged Care Advocacy Program.

Friends and family in Western Australia, as well as aged care residents themselves, are encouraged to raise their concerns if they feel their needs are not being met or services are substandard by contacting 9479 7566 Monday – Friday 8.30am – 4.30pm.

Top 3 Aged Care Issues

Consumer Rights

  • Choice/Decision Making
  • Independence
  • Information

Level of Care

  • Assessment/Care Planning
  • Behaviour Management
  • Mobility

Administration/Fair Trading

  • Fees/Charges
  • Agreements
  • Administration Procedures


Home and Community Care National Aged Care Advocacy Program Lotterywest Supported
Call 9479 7566 for a free, confidential and independent service