New Aged Care Act
From 1 November this year, the new Aged Care Act will ensure you have greater rights and more choice when accessing and receiving aged care services.
The new Act improves key areas of the new aged care system, including:
- putting your rights at the centre of your aged care
- strong rules and regulation to ensure safety, quality and fairness
- quality care through higher standards and cultural safety
- more choice and transparency when accessing services
- simple access and entry into the aged care system
- a strong workforce with clear responsibilities.
What it means for you
The new Act will give you a stronger, more independent voice. This will empower you to make informed decisions about the care and services you receive, and have those decisions not just accepted but respected.
With clearer protections in place, you will have a safer way to speak up if you are not satisfied with your care. Providers will also be better equipped and supported to handle complaints and feedback effectively.
To help you understand these changes and how they come together under the new Act, a supporting infographic is now available. An animated version is available in a variety of languages, as well as in Auslan.
There are also e-learning modules available to better understand the changes under the new Act.
To stay up to date on the aged care changes, subscribe to EngAged, the Department of Health, Disability and Ageing’s newsletter for older people.
Visit the My Aged Care website to understand how Australia’s aged care system is improving.
Sharing feedback and making a complaint
The new Aged Care Act puts you at the centre of your aged care and introduces new laws to protect your rights.
The Statement of Rights outlines your explicit rights when accessing aged care services.
Your rights are protected through provider regulations enforced by the Aged Care Quality and Safety Commission and the Department of Health, Disability and Ageing.
Giving feedback if you have concerns
Under the new Act, you will be encouraged to share feedback and make a complaint if you feel your provider has not upheld your rights.
If you’re not happy with the quality of your services, you have the right to give honest, upfront feedback to your provider without fear of being punished or treated unfairly.
Whether it’s a concern about your care, a breach of your rights or something that just doesn’t feel right, you will be protected.
Your feedback is an important way for your provider to understand what is working well and to identify areas that can be improved.
The Aged Care Quality and Safety Commission, including an independent Complaints Commissioner, will support all providers to have a process in place to manage complaints and feedback quickly and effectively.
Workers can help you to make a complaint. They can also connect you with advocacy and support services, like the Older Persons Advocacy Network (OPAN).
If you don’t feel comfortable raising an issue with your provider, or if you’re unsatisfied with the way they’ve handled it, you can make a complaint directly to the Complaints Commissioner.
Identifying issues and calling out misconduct
The new Act also contains whistleblower protections. You play an important role in identifying issues and calling out misconduct.
We understand making a disclosure can be an unsettling experience.
If you make a report that someone hasn’t followed aged care laws, you will have access to protections if you experience unfair treatment, threats and victimisation.
Your identity will also be protected.
You can make a complaint to your aged care provider or the Complaints Commissioner.
You can make a whistleblower disclosure to:
- the Complaints Commissioner or a staff member of the Aged Care Quality and Safety Commission
- the Department of Health, Disability and Ageing
- an aged care provider or worker
- a responsible person of an aged care provider – such as a CEO or Board Member
- a police officer
- an independent aged care advocate
