How do I make a complaint to the Aged Care Quality and Safety Commission?

Call 1800 951 822, use the online form, email info@agedcarequality.gov.au or write to GPO Box 9819 in your capital city.

How long does the Commission take?

It acknowledges complaints within 3 business days and must finalise them within 90 days unless there are reasons to take longer.

Can I ask for a review of the Commission's decision?

Yes. You can generally request a reconsideration within 42 days of receiving the decision.

Aged Care Quality And Safety Commission Complaint

Complaint to the Aged Care Quality and Safety Commission

The Commission handles complaints about providers' obligations under the Aged Care Act 2024 and their funding agreements. You can complain online, by phone on 1800 951 822, by email to info@agedcarequality.gov.au, or by letter to GPO Box 9819 in your capital city. Its process has five stages: collect and triage, assess, resolve, finalise, evaluate.

General information, not financial, legal or clinical advice.

The Letter

Aged Care Quality and Safety Commission GPO Box 9819, [capital city] [DD/MM/YYYY] Complaint about [provider name], [service name], [state or territory] Older person: [name] My name and contact: [name, address, phone] [or: I wish to remain anonymous / confidential] Relationship: [self / daughter / son / registered supporter] What happened, with dates: - [DD/MM/YYYY]: [facts] Who it involves: [provider, worker role, responsible person] What I have already done: [complaint to provider on DD/MM/YYYY, reply on DD/MM/YYYY or no reply] Outcome sought: [specific] Attached: [letters, statements, photos]

Anything in [square brackets] is a prompt to fill in. The copy, download and print buttons keep the brackets so you can find them.

What Happens Next

The Commission acknowledges your complaint within 3 business days. It acts immediately if someone is at serious risk of harm. A complaint must be finalised within 90 days unless there are reasons it needs longer, and the Commission aims to finalise 80% within 60 days. If you disagree with the outcome, you can generally ask for a reconsideration within 42 days.

Frequently Asked Questions

All templates

Complaint to the Aged Care Quality and Safety Commission

The Letter

What Happens Next

Frequently Asked Questions

Related Templates

Aged Care Complaint Letter to Your Provider

Aged Care Advocate Call Sheet (OPAN)