Older people are protected under aged care law. To gain a clear understanding of what you can expect from aged care, it’s important to know your rights, and the rules and regulations for government-funded service providers.
These two publications, the Charter of Aged Care Rights and the Aged Care Quality Standards are vital tools to help you understand your rights.
If you need support or further information, contact our experienced Advocates on 1800 700 600.
Alternatively, you can research for yourself. Below you will find plenty of helpful information on your aged care rights as a consumer by visiting these trusted organisation’s websites:
- Charter of Aged Care Rights | Aged Care and Quality Safety Commission
- Self-advocacy toolkit | Older Persons Advocacy Network (OPAN)
- A rights-based new Aged Care Act | Department of Health and Aged Care
- Protecting the rights of Older People | Advocare
Need more information?
Take a look at our helpful information, tools and resources.
Helpful information
Locate guides, fact sheets, and brochures to share with family and supporters. See our helpful information
Useful Organisations
Discover the organisations Advocare works with who provide support to older people.? See our useful organisations directory
Glossary
Get help understanding aged care jargon. See our glossary of terms
Paul’s Story
Paul moved into a residential aged care home two years ago after a stroke reduced his mobility. At first, Paul was happy with the high standard of service provided, by the attentive, friendly staff
Frequently Asked Questions
Will my specific needs be met (cultural, religious, LGBTIQA+)?
Your service provider must develop a care plan with you that describes all the aspects of your care needs, including support for your culture, religion, or the community group you belong to. This may include:
- A paid care worker from your language group, if available
- Access to interpreters
- Community liaison
- Transport to cultural events.
- Before you sign any contract, make sure to check the services you need can be met by the provider.
Cultural and Linguistic Diversity and Aboriginal and Torres Strait Islanders. Many aged care providers in WA cater to culturally and linguistically diverse (CALD) backgrounds, which extends to personal care and domestic assistance. The following services offer support when communicating with My Aged Care:
• Translating and Interpreting Services (TIS)
• Aboriginal Interpreting WA
Religious Considerations. Aged care providers in WA recognise the importance of spiritual needs. Many facilities offer specific diets, activities, and spiritual support tailored to various religious backgrounds. You can discuss your religious requirements with potential providers to ensure they can accommodate your needs.
LGBTIQA+ Inclusivity. Look for providers that are Rainbow Tick certified, ensuring safe and inclusive care for LGBTIQA+ individuals.
It’s important to know that the Aged Care Quality Standards require aged care providers to treat all recipients with dignity and respect. They must value your identity, culture, and diversity.
What should I do if I’m unhappy with the aged care services I’m receiving?
If you are unhappy with the services you’re receiving, or with a worker providing services, contact your service provider and discuss it with them. Give them an opportunity to fix the problem. If you are still unhappy, you have more options.
Contact Advocare on the Aged Care Advocacy Line on 1800 700 600. We provide free, confidential, and independent advocacy support. Our advocates help you understand your rights, assist in resolving issues, and speak on your behalf, if needed.
Submit a formal complaint to your aged care provider. Providers are required under the Aged Care Quality Standards to address complaints and use feedback to improve services.
Escalate to the Aged Care Quality and Safety Commission (The Commission). If you are making no progress with the provider, complaints can be made confidentially or anonymously. The Commission can mediate or take regulatory action, if necessary.
If you still have no resolution to your issue, consider changing providers.
- You must inform your current provider in writing.
- Contact My Aged Care (1800 200 422) to reactivate your referral code.
- Choose a new provider that better meets your needs.
Extra tips:
- Document all interactions and communication with your provider, along with any steps taken.
- Use resources like checklists or guides from OPAN or My Aged Care to ensure you approach complaints effectively.
- Under the Charter of Aged Care Rights, you have the right to raise concerns without fear of reprisal.
