By Steve Hadfield, AgedCareActionPlan.au · Last updated: 26 April 2026
Under the Aged Care Act 2024 Statement of Rights, you have a legal right to complain free from reprisal. Your provider cannot reduce your services, threaten discharge, or treat you differently because you made a complaint. If they do, contact the ACQSC immediately — this is a reportable incident.
Your provider hasn't fixed the problem. You've called twice. Nothing has changed. The question now is: who else do you contact, in what order, and what exactly do you say?
Most families don't escalate because they don't know there's a formal pathway — or because they're worried about making things worse. This guide covers the five-step escalation path that exists for every person receiving aged care services in Australia, with the exact script for each step.
Work through these steps in order. The interactive escalation ladder tool walks you through each one with tailored scripts.
Always start here
Your provider is legally required to have a complaints process. Put everything in writing — email is fine. Be specific: date, what service was missed or wrong, what you expected. Keep copies of everything.
"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?"
If your provider doesn't resolve it · 📞 1800 700 600
OPAN provides free, independent advocacy. They are not part of the government — they work for you. They can attend provider meetings on your behalf, help you write formal complaints, and explain your rights under the Aged Care Act 2024.
"I need help with a complaint against my aged care provider. They haven't resolved my concern about [issue]. I'd like an advocate to help me understand my rights and what I can do next."
If services aren't being delivered as approved · 📞 1800 200 422
My Aged Care can note your complaint on your record and provide information about changing providers. Ask specifically about your right to change providers. Always follow up a phone call with written communication through your My Aged Care online account.
"I'm calling about a service delivery problem with my provider [name]. Services approved in my care plan are not being delivered. I want to report this formally and understand my options — including changing providers."
For serious or unresolved complaints · 📞 1800 951 822
The ACQSC is the federal regulator for aged care. They can investigate providers, require corrections, impose sanctions, and in serious cases cancel a provider's registration. A complaint to the ACQSC creates a formal regulatory record.
"I want to lodge a formal complaint about [provider name]. I've already raised this with the provider on [date] and with OPAN and My Aged Care, and the issue has not been resolved. The specific concern is [description]. I'd like to know what action the Commission can take."
For systemic issues the regulator hasn't resolved
Your federal MP has direct access to the Minister for Aged Care and can raise cases in parliament. This is appropriate when the regulatory system hasn't acted. Find your MP at aph.gov.au. This is also appropriate if you believe the ACQSC itself has mishandled your complaint.
"I'm contacting you as my federal MP about an unresolved aged care complaint. I've already reported this to my provider on [date], OPAN, My Aged Care, and the ACQSC — reference number [number]. The issue remains unresolved. I'd like to discuss what options exist for escalating this further."
| Step | Contact | Phone | Hours |
|---|---|---|---|
| Step 1 | Your provider | Check your agreement | Business hours |
| Step 2 | OPAN | 1800 700 600 | Mon–Fri 8am–8pm, Sat 10am–4pm |
| Step 3 | My Aged Care | 1800 200 422 | Mon–Fri 8am–8pm, Sat 10am–2pm |
| Step 4 | ACQSC | 1800 951 822 | 24/7 urgent · Mon–Fri 9am–5pm general |
| Step 5 | Federal MP | Find via aph.gov.au | Business hours |
The strength of any complaint depends on documentation. Every contact with your provider, OPAN, or a regulator should be recorded. For each interaction, note:
A simple notebook works. A notes app on your phone is fine. What matters is having a dated record you can refer to when escalating. Regulators take documented complaints more seriously than undocumented ones.
Use our statement decoder if the complaint is about billing — it explains every line item and flags charges that may be incorrect.
Use our interactive escalation tool — it guides you through each step with the exact words to use at each stage.
Start with your provider — in writing. Send an email describing the specific problem, ask for a written response within 5 business days, and keep a copy. If they don't respond or won't fix it, call OPAN on 1800 700 600 for free advocacy. Most complaints are resolved by Step 2.
OPAN is the Older Persons Advocacy Network — a free, independent service funded by the Australian Government. They can attend meetings with your provider on your behalf, help you write formal complaints, and explain your rights under the Aged Care Act 2024. Call 1800 700 600, Monday to Friday 8am–8pm, Saturday 10am–4pm.
No. Under the Aged Care Act 2024 Statement of Rights, you have the legal right to complain free from reprisal. If your provider retaliates — reduces your services, threatens to discharge you, or treats you differently after a complaint — contact the ACQSC on 1800 951 822 immediately. This is a reportable incident.
Go directly to the ACQSC (1800 951 822) if there is an immediate risk to safety or dignity, if you suspect abuse, neglect, or financial exploitation, if your provider has stopped delivering services without explanation, or if you have evidence of serious misconduct. The ACQSC has a 24-hour line for urgent safety concerns.
The Aged Care Quality and Safety Commission can investigate providers, require them to correct problems, impose sanctions, issue enforceable undertakings, and in serious cases suspend or cancel a provider's registration. A formal complaint creates a regulatory record that affects the provider's ongoing compliance status.
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This guide is for information only — not legal, medical, or financial advice. Verified against the Aged Care Act 2024 and Aged Care Rules 2025. Check myagedcare.gov.au for current rates and rules.