29 January 2026

Providing feedback on your care - what you need to know

Your care should always feel safe, respectful, and right for you. If something doesn’t feel right, or if you have ideas to make things better, you have every right to speak up. Your feedback helps improve services not only for you, but for others receiving aged care as well.

At Alpha Support at Home, your feedback truly matters. We want to understand what’s working well for you and what isn’t, so we can keep improving the care you receive.

We also know it can sometimes feel uncomfortable or even intimidating to raise a concern, especially about someone who supports you. Please know that you will always be listened to, respected, and supported when you speak up.

You can also raise concerns on behalf of a friend or someone you know who may not be receiving the care they deserve. Your voice can help protect them and ensure they are treated with the respect and support they need.

How you can give feedback

We welcome all feedback, compliments, suggestions, and complaints. You can share your thoughts in the way that suits you best by either calling us, sending an email, submitting your feedback online, or speaking directly with a trusted staff member. Our contact details are listed here.

When it’s more serious

Sometimes, you might see or suspect something serious like unsafe practices or fraud. In these cases, you can make what’s called a ‘whistleblower disclosure’ under the Aged Care Act 2024.

What is a whistleblower disclosure?

It’s a formal report about serious misconduct in aged care. This could include:

• serious breaches of the Act or Aged Care rules
• actions that put your or another older person’s health or safety at risk
• fraud, theft, or dangerous activity
• hiding unlawful acts

How are you protected?

If you speak up, the law protects you. Your identity can stay confidential, you can remain anonymous, and you’re safe from punishment or harm. If you suffer because you reported, you have the legal right to seek compensation.

Who can report?

Yourself, family, friends, or even staff can report if it’s suspected something serious has occurred or is occurring.

This also includes reporting on a friend’s behalf, or someone else, if you have witnessed or have good reason to believe they are being subject to serious misconduct while receiving care.

How do you report?

• Report in person, by phone, or in writing (see details below).
• Say it’s a whistleblower disclosure and share what happened, who was involved, and when.
• If you want to stay anonymous, you can.

Who can you contact?

• Aged Care Quality and Safety Commission – 1800 951 822
• Department of Health, Disability and Ageing – 1800 020 103
• Alpha Support at Home – 1300 023 676

An aged care worker, police officer, or independent advocate

What happens after you report?

Your disclosure will be reviewed to see if it qualifies for whistleblower protections under the Aged Care Act 2024. Appropriate action will then be taken, which may include investigation, corrective steps, or referral to the right regulator.

Your confidentiality will be protected wherever possible, and you may be contacted for more information or support, unless you choose to remain anonymous.

For more information visit www.agedcarequality.gov.au/older-people