Aged care rights

Whether you are receiving care in your own home or living in a residential aged care home, you have the right to be treated with respect and to receive high-quality care and support at all times. Aged care providers are generally expected to meet certain responsibilities and to maintain the standards set out in the relevant guidelines and charters.

If you are given any documents about your rights, it is a good idea to share them with your family, friends and anyone else who is helping with your care, so that they are aware of your rights and responsibilities.

Your rights when receiving care at home#

Any organisation that provides aged care services in your home — whether not-for-profit, private or government-run — is expected to follow the recognised standards for home care and the charter of rights and responsibilities that applies to it. These protections generally cover you whenever you receive aged care support at home.

Under these standards, your provider should:

• involve you in deciding what care will meet your needs
• treat you with respect and protect your privacy and dignity at all times
• let you choose someone to speak on your behalf
• give you a written document covering all aspects of your care
• explain your fees clearly and simply
• review your care and services
• keep your personal information private and confidential
• tell you about any changes to your services
• handle any comments or complaints fairly and explain the process to you
• give you a copy of the charter that applies to your care

You also have responsibilities. These usually include respecting the rights of all care workers, providing the health information needed to plan your care, following the conditions of your agreement, allowing access at agreed times, and paying any fees set out in your agreement.

Ask your provider for a copy of the charter#

If you would like more information about your home care and your rights and responsibilities, ask your provider for a copy of the charter that applies to you.

Your rights in a residential aged care home#

If you live in an approved residential aged care home, a charter of rights and responsibilities applies to you. It sets out your rights and responsibilities and those of the home.

You should see a copy of the charter displayed in a public area of your aged care home, or you can ask staff for a copy. It may also be available to download online.

Residential aged care homes are generally required to meet accreditation standards in order to keep their funding. These standards are assessed regularly, and homes are expected to show that they are continuing to improve their services. If a home is found not to be meeting the required standards, it may receive a notice of non-compliance or have sanctions imposed.

When you use an online directory to look for a residential aged care home, you may be able to see whether a home currently has a sanction in place.

Getting help and making a complaint#

If you do not feel confident about raising your rights with your provider, an advocacy service may be able to support you. Advocates can help you understand your rights and speak up about your care.

If you are not satisfied with the care you are receiving, it is usually a good idea to talk to your provider first. If they are unable or unwilling to resolve the problem, you can contact an independent aged care complaints service for further help.

Key points#

• You have the right to respectful, high-quality care whether you are cared for at home or in a residential home.
• A charter of rights and responsibilities applies to your care; ask for a copy and share it with people helping you.
• You have responsibilities too, such as respecting care workers and following your care agreement.
• If a concern is not resolved by your provider, advocacy and complaints services can help.

Where to get help#