Despite a royal commission and increasing public scrutiny on the sector in recent years, complaints regarding aged care services have spiked 20 per cent in the past year, statistics reveal.
The Older Persons Advocacy Network (OPAN) says they responded to 44,428 complaints about aged care services in the 2023-24 financial year, representing a 20.3 per cent increase over FY23.
OPAN estimates the total number of complaints represents around 3.5 per cent of people receiving aged care services.
Issues surrounding poor communication, accessing aged care, a lack of choice or control about a person’s living situation and gripes about fees and charges were the most common complaints.
OPAN can provide information to the complainant to help them with their problem, or can actually advocate on their behalf. OPAN provided direct advocacy for 32 per cent of complaints in 2023-24 and provided information in the remaining 68 per cent.
Interestingly, the highest number of complaints (16,425) came from those receiving a home care package, while only 10,898 came from people in residential care.
The person making the complaint or seeking information was usually the older person themselves (64 per cent), followed by a family member or carer of that person (26 per cent).
Poor communication was the most common service delivery issue raised with OPAN network members and was a contributing factor in other cases regarding access to aged care services, in particular understanding what services were available and engaging a provider.
Many complaints received were due to unclear communication by providers about fees and charges and inconsistent communication by providers about service availability and staff levels.
“When providers fail to communicate with older people, when they fail to support older people to exercise their basic human right to make decisions about the way they live their life, older people feel disregarded, disrespected and devalued,” says Craig Gear, OPAN CEO.
“Issues around fees and charges were another recurring theme in 2023-24, reflecting the complexity of aged care financial arrangements, the inconsistencies and lack of coordination between providers and Services Australia.”
Complaints were also received about equipment and assistive technology issues. Many older people reported lengthy delays, a lack of communication and contradictory advice from service providers about the provision of equipment and assistive technology.
The rise in complaints comes after a royal commission into aged care and a round of sweeping industry reforms from the current government. But these changes don’t come into effect until next year.
“The new rights-based Aged Care Act, scheduled for 1 July 2025, will give the aged care sector the tools it needs to effect real change,” Mr Gear says.
“We await the implementation of the strengthened standards and increased protections contained in the new legislation with eager anticipation as they have the capacity to address many of the issues raised in this report.”
Have you had any trouble with aged care services this year? Did you get your complaint resolved? Let us know in the comments section below.
Also read: Aged care changes could cost you $100,000
