Something’s Wrong
Your provider isn’t doing the right thing. Someone’s been targeted by a scam. The assessment didn’t reflect what’s really happening. This page tells you what to actually do — not just where to complain, but what gets results.
Your provider isn’t doing the right thing
Maybe they’re not sending the workers. Maybe the workers keep changing and nobody knows Mum’s routine. Maybe the bill doesn’t match what was agreed. Maybe you’ve raised it and nothing changes. Maybe the care is rough, or neglectful, or unsafe.
Whatever the problem, you have options. And the most important thing to know: complaining will not get your parent kicked out or punished. It is illegal for a provider to retaliate against someone who makes a complaint. That’s the law under the new Aged Care Act.
What to do, step by step
Document it
Before you do anything, write down what’s happening. Dates, times, names, what happened, what should have happened. Keep photos if relevant. A written record is taken more seriously than a phone call, and you may need it later.
Raise it with the provider first
Most providers have a complaints process. Put it in writing — email or letter. Be specific: “On Tuesday 4 March, no worker arrived for the 9am personal care visit. This is the third time this month.” Give them a reasonable timeframe to respond (5–7 business days). Many problems can be fixed at this level.
If that doesn’t work: call the regulator
The Aged Care Quality and Safety Commission handles complaints about aged care providers. Call 1800 951 822 or submit online at agedcarequality.gov.au. You can complain anonymously if you prefer. They investigate, and they have real power — they can sanction or shut down providers.
Get free advocacy support
OPAN (1800 700 600) will help you for free. They can attend meetings with you, help write complaints, and advocate on your parent’s behalf. This is their job and they’re good at it. You don’t have to do this alone.
Switch providers
You can change your aged care provider at any time. You are not locked in. Under Support at Home, you contact My Aged Care on 1800 200 422 to arrange the switch. Your funding follows you — you don’t lose it. Compare options at Find a Provider.
💡 What actually gets results: Written complaints with specific dates and details get acted on faster than phone calls. Mentioning that you’ve contacted OPAN or the Quality Commission tends to get a provider’s attention quickly. You don’t have to threaten — just include it factually.
🚨 If someone is being abused or neglected
If you believe someone is experiencing abuse, neglect, or is in immediate danger in an aged care setting, call 000 if it’s an emergency. For non-emergency concerns about abuse or neglect, call the Aged Care Quality and Safety Commission on 1800 951 822 immediately. You can report anonymously. Abuse includes physical, emotional, sexual, financial, and neglect.
Aged care scams
Scammers are actively targeting older Australians and their families. They know the system is confusing, which makes it easier to trick people. Here are the specific scams currently circulating.
🔴 The fake My Aged Care call
Someone calls claiming to be from My Aged Care. They say there’s a problem with the account, or a new payment is needed, or they need to “verify” personal details like Medicare numbers, bank details, or tax file numbers.
🟢 Reality: My Aged Care will never call you and ask for bank details or passwords. If in doubt, hang up and call the real number yourself: 1800 200 422.🔴 The cold-calling “provider”
Someone calls offering aged care services — cleaning, nursing, personal care — at amazing prices. They pressure you to sign up quickly. They may claim to be government-approved. They ask for payment details upfront.
🟢 Reality: Legitimate providers don’t cold-call. Always check a provider on the My Aged Care website before engaging. If they’re not listed there, walk away.🔴 The paid “navigator” or “consultant”
Someone offers to help you navigate the aged care system for a fee — sometimes thousands of dollars. They claim they can get you a faster assessment or higher funding. They may advertise on social media or in community newsletters.
🟢 Reality: My Aged Care is free. Assessment is free. OPAN provides free navigation support. Nobody can buy a faster assessment or higher funding. The government’s own Care Finder program provides free help for people who need it.🔴 The door-to-door “assessor”
Someone shows up at the door claiming to be an aged care assessor. They may have a clipboard and ID. They ask to come inside and start asking about health conditions, medications, and finances.
🟢 Reality: Aged care assessors only visit by appointment, arranged through My Aged Care after you’ve applied. Nobody legitimate turns up unannounced. Don’t let them in.🔴 The “refund” or “overpayment” scam
An email or call says you’re owed a refund from My Aged Care or your provider. To receive it, you need to provide bank details or click a link. The link may look like a real government website.
🟢 Reality: The government will never email you asking for bank details for a refund. Don’t click links in unexpected emails. Call the organisation directly using a number you find yourself.What to do if you’ve been targeted
If you gave out personal information or money
Contact your bank immediately to freeze or monitor accounts. Call IDCARE on 1800 595 160 (free identity and cyber security support for Australians). Report the scam to Scamwatch at scamwatch.gov.au or call 1300 795 995.
If you’re not sure if it was a scam
Hang up or stop engaging. Then call the real organisation directly — My Aged Care on 1800 200 422, or your provider using the number on your paperwork. Ask them to confirm whether the contact was legitimate.
💡 Tell others. Scammers target the same communities. If you or your parent was targeted, tell neighbours, friends, and community groups. Awareness is the best defence.
Your assessment was wrong
The assessment came back lower than expected. Your parent clearly needs more help than the classification reflects. The assessor spent 45 minutes and somehow decided Mum only needs Classification 2 when she can’t shower herself or cook a meal.
This is happening a lot. The new Integrated Assessment Tool (IAT) has been criticised by clinicians, the Inspector General of Aged Care, and the Senate. It’s not perfect. But you can challenge it.
Why assessments go wrong
The “good day” problem
Older people often perform better in front of strangers. They tidy up before the assessor arrives, they say “I manage fine,” they downplay difficulties because they don’t want to seem incapable. The assessor sees a 45-minute snapshot of their best self, not the reality of daily life.
The tool has limitations
The IAT is a standardised checklist. It doesn’t always capture the complexity of someone’s situation — especially cognitive decline, fluctuating conditions, or the cumulative effect of multiple moderate problems that together create a high care need.
Family weren’t present
If the assessment happened without a family member or carer present, there was nobody to provide the full picture. The person being assessed may not remember or may not want to disclose difficulties.
How to challenge it
Request a reassessment
Call My Aged Care on 1800 200 422 and say you want a reassessment because you believe the classification doesn’t reflect the person’s actual needs. You have the right to request this at any time.
Get a GP letter
This is the single most effective thing you can do. Ask the GP to write a letter detailing functional limitations, falls history, cognitive concerns, medication complexity, and why the current classification is inadequate. A clinical opinion from a doctor carries significant weight in a reassessment.
Write your own statement
As a family member, write a detailed description of what daily life actually looks like. Include specific examples: “Mum left the stove on three times in February.” “Dad fell in the bathroom on 12 March and couldn’t get up for two hours.” Concrete details matter more than general statements.
Be present at the reassessment
Insist on being there (or on the phone if you’re interstate). When your parent says “I’m fine,” you can respectfully add context: “Actually, Mum, you mentioned yesterday that showering has been really difficult.” This isn’t undermining them — it’s making sure the assessor gets the full picture.
Describe worst days, not best days
Coach your parent (gently) before the assessment. The assessor needs to understand what a bad day looks like — not the performance they put on for visitors. This is not exaggerating. It’s giving an honest picture.
If the reassessment still doesn’t work
You can lodge a formal complaint with the Aged Care Quality and Safety Commission on 1800 951 822. You can also ask OPAN (1800 700 600) to advocate on your behalf. They deal with assessment disputes regularly.
💡 Allied health reports help too. If your parent sees a physiotherapist, occupational therapist, or psychologist, ask them for a brief letter about functional capacity. Multiple clinical voices supporting the case make it harder to dismiss.