Advocates and Language Services

Clients have the right to speak up about the care they are receiving.

Providers must ensure that every client has the ability to raise concerns about their care regardless of culture, language, impairment or other factors. If these barriers impede the client’s ability to access the complaint system, the provider is expected to give the client extra support that enables them to do so (ACQSC 2019).

Furthermore, providers should readily inform clients about the complaint process, as well as access or advocacy services available to them (ACQSC 2019).

It is essential that each client is given equal access to the complaints system (ACQSC 2019).

Advocates and language services are a component of the Aged Care Quality Standards

Who may Need Extra Assistance?

Clients may encounter barriers to accessing the complaint system such as sensory impairment or language and may require additional support due to their background or situation (ACQSC 2019).