Raising a concern about aged care can feel overwhelming. Whether you are an older Australian worried about your own treatment, a family member troubled by something you have observed during a visit, or a carer who has noticed a pattern that does not seem right — speaking up can feel risky, confusing, or simply difficult to know where to start.

The important thing to know is this: under the Aged Care Act 2024, which commenced on 1 November 2025, you have clear, enforceable legal rights to raise concerns, provide feedback, and make formal complaints — without fear of punishment or retribution. Providers cannot treat you or your loved one differently because you have spoken up. The law protects you.

This guide walks you through the practical steps to raising a concern in aged care — starting with the most direct and often most effective approach of talking to the provider, through to escalation pathways including the new independent Aged Care Complaints Commissioner, the Aged Care Quality and Safety Commission, independent advocates via OPAN, and in serious cases, the Commonwealth Ombudsman. Understanding these pathways before you need them is one of the most valuable things any Australian family can do.

Your Rights Under the Aged Care Act 2024: What Changed on 1 November 2025

Australia’s aged care system changed fundamentally on 1 November 2025, when the Aged Care Act 2024 came into force. At the heart of this legislation is a Statement of Rights — a clear, legally enforceable set of entitlements that every older Australian has when accessing government-funded aged care services.

When it comes to raising concerns, the Statement of Rights includes your right to:

• Provide feedback and make a complaint or report without fear of punishment or being treated unfairly
• Be involved in decisions about your care and have your preferences respected
• Have your concerns listened to, taken seriously, and acted upon promptly
• Access a free, independent advocate to support you through the process
• Make a complaint anonymously, confidentially, or openly — whichever you are most comfortable with
• Escalate your concern to the Aged Care Complaints Commissioner without having spoken to the provider first

The Act also introduced expanded whistleblower protections, meaning anyone — including family members, care workers, and other staff — who reports suspected misconduct or a breach of aged care law is protected from punishment, unfair treatment, threats, and victimisation. This protection applies whether you report internally to the provider, to the Commission, or to the Department of Health, Disability and Ageing.

One of the most significant changes introduced under the new Act is the appointment of an independent Aged Care Complaints Commissioner — Treasure Jennings — who is separate from the Commission’s regulatory and enforcement functions. This role was specifically established to improve the independence, transparency, and accountability of the aged care complaints process, and to rebuild trust among older Australians that their complaints will be taken seriously.

Before You Raise a Concern: How to Prepare

Whether you are about to speak directly to a provider or prepare a written complaint for the Commission, preparation makes a significant difference to how effectively your concern is heard and resolved. Taking a little time before you make contact can mean the difference between a complaint that leads to real change and one that gets lost in vague generalities.

Write It Down

Before doing anything else, write down your concern in as much detail as you can recall. Include the specific incident or pattern of incidents that is troubling you, the names of staff or residents involved, the dates and times where you can remember them, the location within the facility where things occurred, and any witnesses who may have observed what you are describing. The act of writing forces clarity and gives you a record you can refer to if the conversation becomes difficult.

Be Clear About What You Want

Think carefully about what outcome you are hoping for. The Aged Care Quality and Safety Commission specifically asks complainants to consider this before making contact, because the outcome you want shapes how your concern is best handled:

• An apology and acknowledgement — best resolved through direct conversation with the provider
• A specific change to a care practice — best raised formally with the facility manager and documented in writing
• An investigation into a pattern of behaviour — likely requires escalation to the Commission
• Immediate removal of a safety risk — may require contacting the Commission directly and urgently

Know That You Do Not Have to Do This Alone

Raising a concern about aged care can be emotionally confronting — particularly if you are worried about how the provider might respond, or anxious about the impact on your loved one’s care. You do not have to do it alone. You can ask a trusted friend or family member to accompany you. You can engage a free, independent advocate through OPAN before you even begin. And you can contact the Aged Care Quality and Safety Commission for guidance on how to proceed, even before making a formal complaint.

Step-by-Step: How to Raise a Concern in Aged Care

Step 1 — Talk to the Provider Directly (Usually the Best First Step)

In most cases, raising your concern directly with the aged care provider — whether that is a care worker, nurse, facility manager, or the provider’s complaints officer — is the fastest and most effective way to resolve it. The Aged Care Quality and Safety Commission, OPAN, and My Aged Care all recommend this as the first step wherever you feel comfortable doing so.

Every aged care provider is now legally required under the Aged Care Act 2024 to have a complaints management system in place. When you raise a concern with a provider, best practice requires them to:

• Listen carefully and acknowledge your concern without defensiveness
• Ask what outcome you are hoping for and confirm whether that is achievable
• Log your concern on their internal complaints register and give you a reference number
• Tell you clearly what will happen next and when you can expect a response
• Provide you with regular updates throughout the resolution process
• Explain openly and honestly at the end what happened and what was done to address it

You can raise your concern verbally — in person or by phone — or in writing by email or letter. Writing gives you a clear record and often prompts a more structured response. If you speak with someone verbally, follow up with a brief email summarising what was discussed and what was agreed.

Step 2 — If the First Conversation Does Not Resolve It, Escalate Within the Provider

If your initial conversation does not produce a satisfactory response — or if nobody follows up within a few days as promised — do not give up. Escalate within the provider’s own structure before moving outside it. Ask to speak with a more senior staff member, request a formal written response to your concern, and ask for a copy of the provider’s complaints policy.

At this stage, send a written summary of your concern — even a simple email — so that there is a clear paper trail. Include the date you first raised the concern, who you spoke with, what was said, what outcome was agreed, and the fact that the agreed outcome has not been delivered. Keep a copy of everything. Give the provider 5 to 10 business days to respond for non-urgent concerns.

Step 3 — Engage a Free Independent Advocate (OPAN)

At any point in this process — before, during, or after raising a concern with the provider — you can access free, independent, confidential advocacy support through the Older Persons Advocacy Network (OPAN). OPAN is funded by the Australian Government and delivers the National Aged Care Advocacy Program (NACAP) through a network of organisations in every state and territory.

An OPAN advocate can help you:

• Understand your rights under the Aged Care Act 2024 and the Statement of Rights
• Prepare and organise your concern before raising it with the provider or Commission
• Accompany you (in person or by phone) to meetings with the provider
• Navigate the formal complaint process with the Commission
• Ensure your loved one’s care is not negatively affected as a result of raising a concern
• Connect you with other specialist support services where needed

OPAN’s Aged Care Advocacy Line is available Monday to Friday 8am–8pm and Saturday 10am–4pm. Call 1800 700 600. The service is completely free and confidential.

Step 4 — Make a Formal Complaint to the Aged Care Complaints Commissioner

If the provider has not resolved your concern to your satisfaction — or if you chose to go directly to the Commission — you can make a formal complaint to the Aged Care Complaints Commissioner. This is the independent complaints pathway under the Aged Care Act 2024, and it is free, accessible, and available to anyone regardless of whether they have raised the matter with the provider first.

How to Contact the Complaints Commissioner

You can make a complaint by phone on 1800 951 822, online through the Aged Care Quality and Safety Commission website, or by post. When you contact the Commission, be ready to provide the name of the provider and facility, a description of your concern with as much specific detail as possible (names, dates, locations), what outcome you are hoping for, and whether you have already raised the matter with the provider.

What Happens After You Make a Complaint

When you make a complaint, the Commission listens, asks questions to clarify your concern, and assesses whether the matter falls within scope. If it does, they investigate by reviewing care records, speaking with the resident, family, and staff, and assessing whether the provider has met their obligations under the Act and strengthened Aged Care Quality Standards. The Complaints Commissioner also has the power to issue a Required Action Notice to a provider, compelling specific steps to address the concern.

Feedback vs Complaint — What Is the Difference?

Feedback is less formal — you share your concern without being directly involved in the resolution process. The Commission monitors feedback and uses it to inform broader oversight. A complaint means you want to be directly involved in how your concern is handled and resolved. If you want a specific outcome and want to be kept informed of progress, make a formal complaint rather than providing feedback.

Step 5 — Escalate Further If Needed

The Commonwealth Ombudsman

If you are not satisfied with the way the Aged Care Quality and Safety Commission handled your complaint, you can contact the Commonwealth Ombudsman on 1300 362 072 or at www.ombudsman.gov.au. The Ombudsman does not investigate the provider’s conduct directly — but they can investigate how the Commission managed your complaint.

Elder Abuse — A Separate Pathway

If your concern involves potential elder abuse — whether financial, physical, emotional, psychological, or sexual — call the free national helpline 1800 ELDERHelp (1800 353 374). This connects you to specialist elder abuse support services in your state or territory. In cases of immediate physical danger, always call 000 first.

Serious Incident Response Scheme (SIRS)

Under the Aged Care Act 2024, residential aged care providers are required to report certain serious incidents to the Commission under the Serious Incident Response Scheme (SIRS) — including abuse, assault, unexplained injuries, missing residents, and unreasonable use of force. If you believe a serious incident has occurred and has not been reported by the provider, raise this directly with the Commission as part of your formal complaint.

What Kinds of Concerns Can Be Raised in Aged Care?

Many families are unsure whether their concern is ‘serious enough’ to raise formally. The answer is almost always yes — if something does not feel right, it is worth speaking up.

Quality and Safety of Care

• Poor wound or pressure injury management
• Inadequate pain management or pain being dismissed
• Medication errors or concerns about medication management
• Falls prevention failures or inadequate response after a fall
• Being left unwashed or in soiled continence products
• Malnutrition, dehydration, or inadequate nutrition support
• Inadequate clinical monitoring of a deteriorating health condition

Dignity, Respect, and Rights

• Being treated rudely, dismissively, or without respect by staff
• Privacy not being protected during personal care
• Preferences and choices not being respected
• Being excluded from decisions about your own care
• Use of restrictive practices without proper consent or documentation
• Cultural, linguistic, or religious needs not being met

Communication and Information

• Not being kept informed about changes to a loved one’s health condition
• Difficulty getting responses to questions or concerns from staff or management
• Not receiving clear information about fees, services, or care plans
• Care plan not reflecting the resident’s actual needs or preferences

Environment, Safety, and Financial Concerns

• Safety hazards in the physical environment
• Inadequate cleaning or hygiene standards
• Security concerns — unauthorised access, missing property
• Unexplained or incorrect invoices
• Concerns about financial exploitation or misuse of a resident’s funds

Whistleblower Protections in Aged Care: What You Need to Know

One of the most significant changes under the Aged Care Act 2024 is the introduction of a strengthened whistleblower framework. This framework protects anyone who reports suspected misconduct or a breach of aged care law — including older people themselves, their family members and supporters, care workers, and other staff — from punishment, unfair treatment, threats, and victimisation.

A ‘qualifying disclosure’ under the Act is when someone shares information that indicates a provider or person may not be meeting their responsibilities under aged care law. The Commission treats all disclosures as qualifying disclosures by default, ensuring that everyone who speaks up receives the benefit of these protections. You can make a disclosure to the Commission, to the Department of Health, Disability and Ageing (GPO Box 9848, Canberra ACT 2601), or to your provider’s internal reporting system. You can choose to be anonymous.

Frequently Asked Questions: Raising Concerns in Aged Care Australia

Can I make a complaint about aged care anonymously?

Yes. You can raise a concern with the Aged Care Quality and Safety Commission anonymously or confidentially. An anonymous complaint means your identity will not be shared with the provider and your concern will be handled as feedback. A confidential complaint means your identity is not shared with the provider but you can still be involved in the resolution. The Commission recommends an open complaint where you are comfortable doing so, as this allows the most effective investigation.

Do I have to speak to the provider before contacting the Commission?

No. You can contact the Aged Care Quality and Safety Commission at any time, without having raised the matter with the provider first. The Commission encourages direct provider engagement as the first step because it is often quickest — but it is entirely your choice. If you do not feel safe approaching the provider, go directly to the Commission on 1800 951 822.

What is OPAN and how can they help?

OPAN — the Older Persons Advocacy Network — delivers the National Aged Care Advocacy Program on behalf of the Australian Government. They provide free, independent, confidential advocacy support to older Australians and their families throughout the aged care system. An OPAN advocate can help you understand your rights, prepare your concern, accompany you to meetings, and navigate the formal complaint process. Call 1800 700 600, Monday to Friday 8am–8pm, Saturday 10am–4pm.

What if I am worried my loved one’s care will get worse if I complain?

This fear is one of the most common reasons families delay raising concerns — and it is understandable. Under the Aged Care Act 2024, it is unlawful for a provider, worker, or responsible person to treat a resident or their family differently because a complaint has been made. If you believe this has happened, report it to the Commission immediately. OPAN advocates are specifically experienced in supporting families through complaints in a way that protects the resident’s ongoing relationship with the service.

What can the Complaints Commissioner actually do?

The independent Aged Care Complaints Commissioner can investigate complaints, facilitate restorative engagement processes between residents, families, and providers, and issue Required Action Notices to providers — compelling specific improvements in care practices, staff training, or complaints handling systems. The Commissioner’s findings can also inform broader audit and enforcement activity where systemic issues are identified.

What if the concern involves potential elder abuse?

If your concern involves possible elder abuse — financial, physical, emotional, psychological, or sexual — contact the free national Elder Abuse Helpline on 1800 ELDERHelp (1800 353 374) for specialist advice. You can also contact the Aged Care Quality and Safety Commission and OPAN. If the person is in immediate danger, call 000 immediately.

Conclusion: Speaking Up Is the Most Important Thing You Can Do

Raising a concern in aged care can feel like a daunting task — particularly when the person you care about is vulnerable, when the provider relationship is important, and when the stakes are high. But speaking up is, without question, the most important thing any family member, resident, or carer can do when something does not seem right in aged care.

Under the Aged Care Act 2024, Australia now has one of the strongest legal frameworks for aged care rights and complaint protections in the sector’s history. The independent Aged Care Complaints Commissioner, the strengthened whistleblower framework, the Statement of Rights, and the free advocacy services available through OPAN all exist for one reason: to make it safer, easier, and more effective to speak up. No concern is too small. No family member should feel they have to stay silent to protect their loved one’s care.

The process is not always quick or easy. It may require persistence, documentation, and more than one conversation. But the protections are real, the resources are there, and the people who work in aged care advocacy and oversight genuinely want to help. Start with a conversation. Write things down. Know your rights. And if the first conversation does not get results — know that you have every right to escalate, and every support available to help you do so.

If you are looking for aged care in Queensland that takes concerns seriously, listens openly, and treats every resident’s voice as important, Superior Care Group is one of Queensland’s leading aged care providers, with renowned residences in Redland City and on the Gold Coast.

Superior Care Group is family owned and operated — a distinction that matters profoundly when it comes to how concerns and feedback are handled. Family ownership means the people making decisions about care are personally invested in getting it right. Superior Care Group has been living that commitment since 1979, when they opened Wellington Park Private Care in Redland City — their founding residence and the beginning of more than four decades of dedicated aged care. In 2011, they extended that commitment to the Gold Coast with the opening of Merrimac Park Private Care, bringing the same founding philosophy of warmth, transparency, and genuinely personalised care to a new community.

At Superior Care Group, feedback and concerns are welcomed as an opportunity to improve — not managed as a reputational risk to be minimised. Their compassionate team, equipped with decades of aged care experience, works to ensure that every resident and every family feels confident that their voice will be heard, respected, and acted upon. Their personalised, tailored care plans reflect not just clinical needs but the individual preferences, values, and life stories of each resident.

If you have questions — including questions that feel difficult to ask — the team at Superior Care Group is ready to listen. Visit www.superiorcare.com.au to learn more about Wellington Park Private Care and Merrimac Park Private Care.