Key actions to take
- In an emergency or if anyone is in danger, call 000 immediately.
- Document dates, times, and specific details before contacting your care coordinator.
- You can request a replacement carer without cancelling your service agreement.
- Official watchdogs investigate unresolved complaints for aged care and NDIS participants.
Step 1: Document what happened
When an issue occurs, write down the facts as soon as possible. Note the exact date, the time of the visit, the name of the worker, and precisely what occurred. If property damage or medication omissions are involved, take clear photographs and record any witnesses.
Clear written notes ensure the conversation focuses on objective facts rather than general dissatisfaction, which accelerates a resolution.
Step 2: Contact the service coordinator
Call the provider and request to speak with the client care manager or service coordinator. Clearly state your concern and specify the outcome you require. If there is a personality clash, you have the right to request a different carer for future visits.
Every accredited provider is required by quality standards to operate a documented complaints management process. They must acknowledge your concern and communicate the corrective actions taken.
Step 3: Escalate to official regulatory bodies
If the organisation does not resolve your complaint, or if you suspect neglect, abuse, or fraud, escalate the issue to the relevant government authority. These commissions possess statutory investigation powers.
For aged care services, contact the Aged Care Quality and Safety Commission on 1800 951 822. For NDIS supports, contact the NDIS Quality and Safeguards Commission on 1800 035 544. Older individuals can also contact the Older Persons Advocacy Network on 1800 700 600 for free independent advocacy.
What to ask a provider before signing
Before entering any care contract, ask prospective providers three questions: How do you handle client complaints? What is your procedure if a family requests a replacement carer? How do supervisors monitor carer conduct in the home?
Ask us how we handle this
Ask us how we handle this. We believe open communication and quick resolution keep care relationships strong. Call Living Well At Home on 0426 533 700 or send an enquiry to learn about our carer matching and feedback standards.
Common questions
Can I ask for a different carer without cancelling my care?
Yes. You have the right to feel comfortable in your home. You can request a different worker from your provider without ending your service agreement.
Will raising a complaint affect the care my parent receives?
No. Australian quality standards prohibit providers from penalising or reducing services to clients who raise concerns or lodge formal complaints.
What complaints should go directly to the police?
Any physical assault, theft, financial fraud, sexual misconduct, or immediate threats to safety must be reported to the police without delay.
Who provides independent advocacy during care disputes?
The Older Persons Advocacy Network provides free, confidential advocacy across Australia on 1800 700 600 to support older people resolving care disputes.
Sources and further reading
This guide is general information, not medical, legal or financial advice. If you are worried about your health, call your GP. In an emergency, call 000.