Choose your care. Use your rights.

Recent reforms in aged care give more choice to consumers who wish to remain in their homes. All government funded home care packages are now provided to individual consumers rather than allocated to approved providers. This allows older consumers more flexibility and choice in their care arrangements.

Choosing a provider

If you are assigned a home care package, it’s important to compare providers and find the care that’s best for you.

  • Take your time and ask questions about the products and services on offer.
  • Find out how much the services will cost, including any administration or exit fees that may apply.
  • Read testimonials and independent reviews.
  • Seek advice from a trusted advocate, family member or legal advisor.

Your consumer rights

When you buy goods or services you have rights under the Australian Consumer Law. These rights apply regardless of whether you pay for something yourself or you receive them under a home care package. Your consumer rights are in addition to the rights that you have under the Aged Care laws.

You have the right to:

  • choose your own home care provider
  • not be pressured
  • receive honest and accurate information
  • have services delivered on time and with care
  • receive goods that are of acceptable quality (safe and durable).

If something goes wrong

If the service is not delivered to an acceptable standard or something seems unfair, talk with your provider. Don’t be afraid to speak up.

If the issue is not resolved:

  • In the first instance, contact the Older Person’s Advocacy Network for help. Ph 1800 700 600 or visit opan.com.au
  • Contact the Aged Care Complaints Commissioner if you have any concerns about aged care services provided. Ph 1800 550 552 or visit agedcarecomplaints.gov.au
  • Contact Consumer and Business Services for advice about your consumer rights. Ph 131 882 or visit cbs.sa.gov.au

For more information

The Australian Competition and Consumer Commission (ACCC) provides guidance about your consumer rights when using home care. See the guides at accc.gov.au/agedcare