Charter of Aged Care Rights
On 1 July 2019, the Charter of Aged Care Rights came into effect. It replaced all previous charters and gives every aged care consumer the same set of rights, regardless of the type of care or services they receive.
You have the right to:
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Safe and high-quality care and services
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Be treated with dignity and respect
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Have your identity, culture, and diversity valued and supported
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Live free from abuse and neglect
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Be informed about your care and services in a way you understand
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Access information about your care and services
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Make choices about your care and personal life, including where those choices involve personal risk
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Make decisions about your daily life, financial affairs, and personal possessions
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Maintain your independence
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Be listened to and understood
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Have an advocate or support person speak on your behalf
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Make complaints safely and have them resolved promptly and fairly
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Have your privacy respected and personal information protected
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Exercise your rights without negative consequences
Consumer Rights Under Consumer Law
In addition to your rights under the Aged Care Act 1997 and other relevant legislation, we also uphold your rights under Australian Consumer Law.
You have the right to:
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Clear, honest, and complete information about the services provided to you, including information displayed on the My Aged Care website
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Time to make decisions and ask for help if you need it
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No pressure or coercion when choosing services
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Fair and balanced terms in all service agreements
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A clear and accessible process to resolve disputes or complaints
Your Responsibilities
To help us provide quality care and maintain a respectful environment, we ask that all residents and visitors:
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Provide accurate information to help us deliver the right care and support
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Comply with your Service Agreement and pay any agreed fees on time
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Respect the rights of our staff and others to work and live in a safe, caring, and abuse-free environment