When your provider isn't delivering, complaints are ignored, or you're stuck in the system — here is exactly who to call, what to say, and in what order.
Work through these steps in order. Most issues are resolved by Step 2. If yours isn't, every step up this ladder has more authority than the last.
🖨Print this page and keep it with your care documents. Share it with family members who help manage care.
1
Your provider
First contact — always start here
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Your provider is legally required to have a complaints process. Ask for it in writing — this creates a paper trail. If they don't respond within 5 business days, move to Step 2.
What to say
"I want to make a formal complaint about [specific issue — e.g. missed visits / incorrect billing / services not delivered]. I'd like a written response within 5 business days. Can you confirm who will be handling this and what reference number I should use?"
Tips for this step
Write the complaint in an email — do not rely on phone calls alone
Be specific: date, service that was missed or wrong, what you expected
Keep a copy of everything you send and receive
2
OPAN — Older Persons Advocacy Network
If your provider doesn't resolve it
1800 700 600
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3
My Aged Care
If services aren't being delivered as approved
1800 200 422
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4
Aged Care Quality and Safety Commission (ACQSC)
For serious or unresolved complaints
1800 951 822
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5
Your federal MP
For systemic issues the regulator hasn't resolved
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Quick reference — all five numbers
2
OPAN
1800 700 600
3
My Aged Care
1800 200 422
4
Aged Care Quality and Safety Commission (ACQSC)
1800 951 822
When to skip straight to Step 4
Go directly to the ACQSC (1800 951 822) — without working through earlier steps — if:
There is an immediate risk to your parent's safety or dignity
You suspect abuse, neglect, or financial exploitation
Your provider has stopped delivering services without explanation
You have evidence of serious or repeated misconduct
The ACQSC has a 24-hour line for urgent safety concerns.
Under the Aged Care Act 2024 Statement of Rights, you have the right to complain free from reprisal and have complaints dealt with fairly and promptly. If your provider retaliates against you for complaining, go directly to Step 4.
Need a full plan covering your parent's situation?