Feedback
The New Aged Care Act marks a historic shift in Australia, moving from a service-driven model to one that is person-centred.
The system now revolves around you, rather than you fitting into the system.
Here’s how you’re protected
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1. Stronger Protections
For the first time, your rights aren't just guidelines - they are legally enforceable. By embedding the Statement of Rights directly into the Act, the government has ensured that receiving safe, high-quality care with dignity is a legal requirement. This shift guarantees that you can access advocacy services and provide feedback, or even lodge formal complaints with the full protection of the law and without fear of reprisal.
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2. Supported Decision-Making
The Act introduces the concept of Registered Supporters to ensure you maintain control over your own life. You have the power to nominate one or more people to assist you in making choices, ensuring you have the help you need without sacrificing your personal autonomy or independence.
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3. A Modernised Complaints Process
Accountability has been strengthened through a dual-layered approach to concerns. Aged care providers are now required to maintain more effective internal systems to resolve issues quickly. Meanwhile, residents, families, and carers retain direct access to the independent Complaints Commissioner, providing a vital layer of impartial oversight and mediation.
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4. Enhanced Whistleblower Protections
Transparency is a cornerstone of this new system, supported by significantly bolstered protections for those who speak up. These safe and confidential reporting pathways apply to residents, staff, and families alike, ensuring that serious concerns can be brought to light without the risk of retaliation.
Why Your Feedback Matters to Us
Feedback and complaints are far more than just administrative requirements; they represent vital opportunities for us to build trust and evolve. While every compliment highlights our successes, every concern or suggestion provides a meaningful chance to listen, take action and refine our services.
Your shared experiences are the most effective tool we have for understanding what truly matters to you. This insight directly shapes how we provide care, how we support our dedicated teams and how we adapt our services to better align with your needs and expectations.
Online feedback
We encourage you to give feedback about the services and care we provide. Every complaint, suggestion or compliment we receive provides us with an opportunity to continuously improve.
External avenues
Most feedback at Boandik is able to be resolved at site level and we always welcome the opportunity to speak with you directly about any concerns you may have. However, if you don’t feel that we have addressed your concerns adequately, there are a number of external bodies that provide free services to assist with advocacy and complaints resolution.
Aged Care Quality and Safety Commission
Aged Care Complaints Commissioner
Older Persons Advocacy Network (OPAN)
Aged Rights Advocacy Service (ARAS)
Health and Community Services
Complaints Commissioner
