About Home Care
Making a complaint
When it comes to the quality of home care services, it’s important that consumer voices are heard.
Do you have a complaint?
If you have a complaint that has not been addressed by your home care provider you can submit a complaint directly to the Aged Care Quality Commission
According to the Aged Care Quality Sector Performance Reports Jan-Sep 2020 reports there were almost 1200 complaints about home care providers through the commission in 2020 (excluding the last quarter).
What were the most frequent complaints?
- Financial - Fees and charges
- Consultation and communication
- Management and finances
- Consistent client care
- Communication - fees and charges
While these complaints are meant to inform the commission's regulatory program activities, there is a lack of visibility to help consumers make informed choices about aged care services.
How do you find out more about the quality of home care providers?
In the coming months a new feature on CareCompare will allow you to securely and anonymously rate your provider against the Aged Care Quality Standards. It will allow you to have your voice heard and help others to make better choices.
CareCompare will listen and inform advocacy activities with the information you provide.
We will also aim to provide you with updates on the ratings for providers in your area.
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Home Care glossary and useful terms