When the care isn't right
Raising a concern about their care: what to do, who to call.
Trust the feeling. If something about the care isn’t sitting right, raise it. The system is built — slowly, imperfectly — to listen.
Things to watch for
- Unexplained bruises, weight loss or sores
- Sudden withdrawal or fear of certain staff
- Medications missed or doubled
- Personal items going missing
- Soiled clothes or sheets left for too long
- A noticeable change in mood, mobility or alertness
- Being talked over or ignored
Step 1 — talk to the provider
Most issues can be resolved by raising them with the facility manager or care coordinator in writing. Keep a copy of everything you send. Ask for a written response within a specific timeframe.
Step 2 — independent advocacy
If the provider isn’t responding well, call OPAN. They can help you write the letter, attend the meeting, and make sure the older person is heard. They are free, confidential, and on your side.
OPAN — Older Persons Advocacy Network
Call 1800 700 600 · 6am–10pm, every day
Step 3 — formal complaint
The Aged Care Quality and Safety Commission (1800 951 822) is the regulator. They handle formal complaints and can investigate providers. Complaints can be anonymous, and providers are not allowed to retaliate.
If you suspect serious harm
See all 53 guides in Care & end of life →
From bluetulipco.com/library/end-of-life/when-things-go-wrong — printed 1 October 2026.
General information only — not a substitute for legal, medical, financial, or therapeutic advice. Read the full disclaimer.
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