Raising concerns and making an effective complaint

Raising concerns effectively or making an effective complaint takes preparation. Sometimes, it takes persistence.

It’s a good idea to write down the issues that are concerning you, or to talk about them with a friend, family member or advocate before you contact your service provider. That way you can be clear about what you want to happen.

Many people don’t want to raise concerns or complain – either because they don’t want to seem ‘difficult’ or because they fear reprisal. However, in the majority of cases, the provider will want to resolve any issues. And remember, the Statement of Rights states that you have the right to complain or report an issue without fear of being punished or treated unfairly. There are also new protections in the Aged Care Act to ensure people who report aged care issues are protected from harm or threat

Be polite to the person you talk to – they are there to help. If nobody gets back to you within a few days, call back. If the first person you talk to hasn’t helped, talk to somebody else.

If you are still not happy after raising your concerns, you can make a formal complaint to the Aged Care Quality and Safety Commission (see below). You can do this yourself or ask an aged care advocate to support you.