New Charter of Aged Care Rights for people over 65

20 June 2019

From the July 1, 2019, the Australian Government is introducing a simplified Charter of Aged Care Rights (the Charter) to replace the current charter of aged care rights and responsibilities.

The Charter will make it easier for you, your family and carers to understand what you can expect from Vision Australia.

The Charter places you at the centre of services by giving you choice and recognising your right to be treated with respect. It acknowledges that identity, culture and diversity are to be valued and supported.

The Charter will support Vision Australia in delivering services to you.

When you meet with one of Vision Australia’s service providers, you will have an opportunity to discuss the Charter and we will be signing the Charter as our commitment to you.

The Charter of Aged Care Rights

I have the right to:

1.     Safe and high quality care and services;

2.     Be treated with dignity and respect;

3.     Have my identity, culture and diversity valued and supported;

4.     Live without abuse and neglect;

5.     Be informed about my care and services in a way I understand;

6.     Access all information about myself, including information about my rights, care and services;

7.     Have control over and make choices about my care, and personal and social life, including where the choices involve personal risk;

8.     Have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions;

9.     My independence;

10.   Be listened to and understood;

11.   Have a person of my choice, including an aged care advocate, support me or speak on my behalf;

12.   Complain free from reprisal, and to have my complaints dealt with fairly and promptly;

13.   Personal privacy and to have my personal information protected;

14.   Exercise my rights without it adversely affecting the way I am treated.

What are your responsibilities?

Respect: Treat others with respect

This means: All people involved in aged care, including you, your family, carers and visitors are expected to be respectful and considerate.

Safe environment: Respect the rights of staff to work in a safe environment

This means: You are expected to maintain a safe environment for staff members and others. For example, if your provider is delivering services in your home, keep pets away from staff members and do not smoke near staff.

Information: Assist your provider by giving relevant information

What this means: It is important that you share information about yourself that will help providers deliver you safe and quality care. This may include: up to date information, and any problems you have with the provider’s care or services.

Fees: Pay agreed fees on time

What this means: You are expected to pay any agreed fees on time. If you are unable to pay your fees, talk to your provider to find a solution.

If you have concerns or feedback about the services you are receiving, you can:

  • Talk to Vision Australia, in the first instance, 1300 88 70 58;
  • Speak with an aged care advocate at the Older Persons Advocacy Network (OPAN)  1800 70 06 00, to support you to raise your concerns, or
  • Contact the Aged Care Quality and Safety Commission on 1800 95 18 22 or visit its website agedcarequality.gov.au to make a complaint.

Further resources

OPAN has produced a Charter of Aged Care Rights explainer video that can be accessed here: https://vimeo.com/341691673

The Australian Government Department of Health has produced both a booklet and template which can be accessed on their website: https://agedcare.health.gov.au/charter-of-aged-care-rights-resources