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A senior man in a blue shirt is on the telephone.

Sometimes people have concerns about their home care provider or are unhappy with the service they receive.  The Seniors Enquiry Line receives calls from Seniors expressing their concerns with their care.  These grievances might range from staff not showing up for their scheduled visit, care not being completed in the manner in which has been requested; to complaints of bullying or inadequate care.

By the Seniors Enquiry Line as told to IDEAS.

You have the right to make a complaint

You have the right to receive safe, high-quality care and be treated with dignity and respect.  This is affirmed in the Charter of Aged Care Rights.   You have the right to express your concerns and utilise the complaints processes available to you.  By providing feedback to your provider, they can make changes to improve their services. 

You have the right to receive safe, high-quality care and be treated with dignity and respect.

So, what do you do?

  • You can go directly to your service provider to express your concerns. Your provider should have a complaints process and feedback or grievance form. Your provider should have several options to submit feedback.  Whether it’s a form, over the phone, in writing or email.

  • Most complaints can be addressed in discussion with your home care provider. If you don’t feel comfortable contacting your service provider directly or if you are unhappy with their response, you can submit your complaint to the Aged Care Quality and Safety Commission online or by calling 1800 951 822 between 9 am-5 pm Monday-Friday.

  • OPAN (Older Persons Advocacy Network) may be able to provide help to submit a complaint. You can request an advocate by calling 1800 700 600 between 6 am-10 pm, 7 days a week.

Tips on making an effective complaint

  • Focus on the facts and put your concerns in writing. This is the best way to ensure that you can express all your concerns in a clear way.

  • Try to include as many specifics as you can. This could be dates, times, staff members, anything you can think of.

  • Be clear about your ideal outcome. Have a goal of what you would like your home care provider to do with your concerns and what they would like to do or change. It’s important to share this when you make your complaint.

For further information, you can contact the Seniors Enquiry Line on 1300 135 500 between 9 am-5 pm Monday to Friday. 

The Seniors Enquiry Line is a telephone-based helpline that provides information and referral support to Queensland Seniors and Carers.  The Seniors Enquiry Line accepts all sorts of enquiries - no question is too big or too small.

The Seniors Enquiry Line has the ability to provide community education sessions around scams and consumer issues to social clubs and service providers.  If you’re in the Greater Brisbane Region and would like to organise a session, please contact the Seniors Enquiry Line on 1300 135 500.


IDEAS  is not affiliated with any of the third-party organisations or companies featured. IDEAS does not endorse, guarantee or represent the products or services advertised and or offered by them. IDEAS - Information on Disability Education and Awareness Services assumes no responsibility or legal liability in connection with these providers or for the accuracy, currency or completeness of the information.  

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