Aged Care Quality and Safety Commission complaints

The ACQSC is the national regulator. They investigate complaints, conduct unannounced visits, and can sanction providers.

Phone: 1800 951 822 (free, Mon–Fri).

You can complain anonymously. You don't need the resident's permission (though having it helps). You don't need to have complained to the provider first (though it's faster if you have).

OPAN provides free, independent advocacy for anyone receiving aged care. They can attend meetings with you, help you write complaints, and speak on the resident's behalf.

Phone: 1800 700 600 (free).

• Inadequate staffing, slow call-bell response, unmet care needs.
• Medication errors, falls without follow-up, pressure injuries.
• Poor nutrition, weight loss, dehydration.
• Rough handling, restraint (physical or chemical) without proper authority.
• Feeling unsafe, being talked down to, loss of dignity.
• Fees that don't match the service being delivered.