Complaints about Commonwealth-funded aged care service providers can be made to the Aged Care Quality and Safety Commission (ACQS Commission). The ACQS Commission was first established under the Aged Care Quality and Safety Commission Act 2018 (Cth) but now operates under the Aged Care Act 2024 (Cth) and the Aged Care Rules 2025 (Cth).

The ACQS Commission's key functions include:

The ACQS Commission, through its Complaints Commissioner, can receive complaints about aged care service providers and investigate their compliance with aged care legislation, including the Strengthened Aged Care Quality Standards, the Statement of Rights, and the Aged Care Code of Conduct.

The new Aged Care Act 2024 (Cth) embeds a Statement of Rights which outlines the rights of older people when accessing aged care services [see Aged Care Act 2024 (Cth) s 23]. Every individual has the right to:

An individual who believes that an aged care service provider has acted in a manner that is incompatible or inconsistent with the Statement of Rights may complain to the ACQS Commission [Aged Care Act 2024 (Cth) s 358].

Concerns or complaints about an aged care service provider should be raised with the provider at first instance. The provider may be able to resolve the issue more quickly and efficiently.

An individual who is unhappy with a provider's response, or who does not feel comfortable raising their concern with the provider directly, may complain to the ACQS Commission via the Aged Care Quality and Safety Commission website, by phone on 1800 951 822, or in writing. Complaints may be made anonymously and can be kept confidential. Feedback may be given as an alternative to making a formal complaint.

The Older Persons Advocacy Network (OPAN) can provide support to those who need help to lodge a complaint. Visit www.opan.org.au or call 1800 700 600.

For more detailed information about the role and functions of the ACQS Commission, making a complaint or giving feedback, visit the Aged Care Quality and Safety Commission website.