Aged Care Complaint Letter to Your Provider
Every provider must have a complaints process. Raising the problem with the provider first is often quickest, but you do not have to. Keep to facts and dates. Do not make claims about a worker's character.
General information, not financial, legal or clinical advice.
The Letter
[Your details]
[DD/MM/YYYY]
[Provider name], Complaints
Re: Complaint, [participant name], [client number]
Dear [name],
I am making a formal complaint about [short description].
What happened:
- [DD/MM/YYYY, time]: [facts]
- [DD/MM/YYYY]: [facts]
Impact: [effect on the participant, e.g. missed medication, no shower for three days, charge of $X]
What I would like: [specific outcome, e.g. a written explanation, a consistent worker, a corrected statement, an apology, a change to the roster]
Please acknowledge this complaint, tell me who is handling it and when I can expect a response, and reply in full by [DD/MM/YYYY].
Kind regards,
[Name]
Anything in [square brackets] is a prompt to fill in. The copy, download and print buttons keep the brackets so you can find them.
If It Isn't Resolved: The Escalation Ladder
- Follow up with the provider in writing if you have no reply by your stated date. Wayly suggests 14 days. That is our suggestion, not a legal deadline: no fixed number of days applies to providers.
- Talk to a free, independent advocate: the Older Persons Advocacy Network (OPAN) Aged Care Advocacy Line, 1800 700 600. Hours are 8am to 8pm Monday to Friday and 10am to 4pm Saturday.
- Complain to the Aged Care Quality and Safety Commission: phone 1800 951 822 (food and dining 1800 844 044), online at agedcarequality.gov.au, email info@agedcarequality.gov.au, or post to GPO Box 9819 in your capital city. It acknowledges complaints within 3 business days and must finalise within 90 days unless there are reasons it needs longer. You do not have to raise the issue with the provider first.
- Interpreter: TIS National on 131 450. Ask them to call the Commission.
- If someone is in immediate danger, call 000.
Frequently Asked Questions
Related Templates
Complaint to the Aged Care Quality and Safety Commission
How to complain to the Commission, with the details it asks for.
Aged Care Advocate Call Sheet (OPAN)
A one-page sheet to get ready for a free call with an aged care advocate.
Aged Care Invoice Dispute Letter
Dispute specific lines on a contribution invoice in writing.