Newly appointed Aged Care Complaints Commissioner, Ms Rae Lamb.
Newly appointed Aged Care Complaints Commissioner, Ms Rae Lamb.

Commissioner handles aged care complaints fairly

AUSTRALIA'S Aged Care Complaints Commissioner Rae Lamb handles and investigates any complaint relating to a Commonwealth-subsidised residential or home-based aged care service.

Minister for Aged Care Sussan Ley welcomed Ms Lamb's appointment as an "independent" commissioner in January.

"Older Australians have a right to receive quality services and be treated with respect, whether they are in an aged care facility or their own home," Ms Ley said.

"This change will strengthen the aged care complaints process, and is now completely separated from the regulation and funding of aged care."

Ms Lamb said the elderly and their families could have confidence any complaint about aged care services funded by the Australian Government would be treated fairly.

"It is often best to raise a complaint directly with your service provider, as this can bring quick results. But if you don't feel comfortable with that, or are unhappy with the result, call us on the Aged Care Complaints helpline on 1800 550 552."

Any person can make a complaint to the new Commissioner, including care recipients, family members, friends, staff, volunteers or professionals.

Complaints may relate to any aspect of services including care, choice of activities, discrimination, catering, communication or the physical environment.

The 1800 550 552 helpline is staffed 9am to 5pm weekdays.

Out-of-hours callers can leave a message, or contact the Commissioner at any time through the website: http://www.agedcarecomplaints.gov.au.


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