Providers must respond quickly, treat concerns with respect, and use feedback to improve services.
From 1 November 2025, the new Aged Care Act will bring stronger protections for older people and their families when it comes to making complaints.
The Aged Care Quality and Safety Commission has released updated guides to help providers get ready, but it is just as important for residents and families to know their rights.
Your right to speak up
The new law includes a Statement of Rights.
This means you have the right to safe and quality care, to be treated with dignity and respect, to have your privacy protected, and to raise concerns without fear of punishment or backlash.
You also have the right to involve an advocate or support person.