Free guide · When help isn't coming

Can't get the help you're entitled to?

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.

In short: Five steps, five contacts, word-for-word scripts for each. Start at Step 1 — most issues resolve by Step 2. Every step has more authority than the one before it. Under the Aged Care Act 2024, you have the right to complain free from reprisal.

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.

By Steve Hadfield, AgedCareActionPlan.au · Last updated: 15 May 2026

🖨Print this page and keep it with your care documents.
1
Your provider
First contact — always start here
▲

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
3
My Aged Care
If services aren't being delivered as approved
4
Aged Care Quality and Safety Commission (ACQSC)
For serious or unresolved complaints
5
Your federal MP
For systemic issues the regulator hasn't resolved
▼

What are the five escalation contacts and their phone numbers?

3
My Aged Care
1800 200 422
4
Aged Care Quality and Safety Commission (ACQSC)
1800 951 822

When should I 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 the person'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

Call 1800 951 822 and explain the urgency to the operator.

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.

If you’re escalating a complaint, you’re already deeper in the system than most guides are written for. If you haven’t yet had a full plan built for your situation — covering your assessment, your classification, your rights, and what you’re entitled to — the $97 Action Plan was built for exactly this stage.

© 2026 AgedCareActionPlan.au · Independent · Australian-made

This is a guidance tool — not legal advice. Phone numbers verified May 2026.

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