Advocacy, Complaints and Feedback

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Snowy Monaro Regional Council is committed to celebrating and upholding the rights of older people. 

Snowy Monaro Regional Council is proud of our aged care service delivery. All of Council's Aged Care Services work to relevant industry and legislative standards. We support and implement the Australian Government's Charter of Care Recipients' Rights and Responsibilities for people in residential care, and receiving Home Care. 

Charter of Care Recipients’ Rights and Responsibilities – Residential Care
Charter of Care Recipients’ Rights and Responsibilities – Home Care

We recognise that sometimes, people feel that they are not receiving the service they wish to receive. All service users have the right to raise a concern through a formal process. In this circumstance, we encourage service users and families to reach out to the relevant service Coordinator or Manager. Hopefully, the issue can be resolved quickly and easily and in the best interests of the person receiving services. 

There are a number of support avenues available for older people who wish to make a complaint about an aged care service provider, including SMRC. There are also services available to assist older people with issues requiring advocacy, legal services and education regarding rights. 

For further assistance with making a complaint, the Aged Care Complaints Commissioner is a free service for people receiving aged care services, their families, representatives and carers. For more information, please visit the Aged Care Complaints Commissioner website or call 1800 550 552.  

The Seniors Rights Service provides legal services, advocacy and education sessions which support the rights of older people. This can include assistance with consumer rights, elder abuse, financial exploitation and planning for later life. You do not have to be receiving aged care services to access this service. The service is free and confidential. For more information, please visit the Seniors Rights Service website or call 1800 424 079.  Seniors Rights Service is part of the Older Persons Advocacy Network, a nationwide group funded by Australian Government’s National Aged Care Advocacy Program (NACAP) which aims to provide a national voice for aged care advocacy and promote excellence and national consistency in the delivery of advocacy services under the Program. OPAN organisations support consumers and their families and representatives to effectively access and interact with Commonwealth funded aged care services and have their rights protected.

Snowy Monaro Regional Council welcomes positive feedback as well as opportunities to improve. Please feel free to contact your local Aged Care Services office if you would like to let us know what we're doing well, or what we could be doing better.