Rights & advocacy
Your rights
Receiving support at home does not mean giving up control of your life. Your rights are protected under Australia's aged care laws, including the Statement of Rights in the Aged Care Act 2024. These are the things you are entitled to expect from Bamboo Care and any other aged care provider.
What you should expect
Your rights in practice
These apply to every provider, not just to us. If any of them is not being met, that is worth raising.
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To be treated with respect
Your dignity, identity and life experience are respected. How you like things done matters, and so does being spoken to as an adult.
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To be involved in decisions
Nothing about your care is decided without you. You help shape your plan, and you can change it as your needs or preferences change.
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To understand what you're told
Information about your care, your options and your costs is given in plain language, and in a form you can use.
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To have your privacy protected
Your personal and health information is kept confidential and used only for the purpose you gave it.
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To express your preferences
Your routines, your culture, your household and the people in your life shape how support is delivered.
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To raise concerns safely
You can question or complain about anything, to us or to an outside body, without it affecting the care you receive.
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To receive safe and quality care
Safe, fair and high-quality aged care delivered by workers with the appropriate skills, experience and qualifications. Your care must be free from violence, abuse, neglect and discrimination.
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To make your own choices
You decide about your care, daily life, money and belongings. That includes choosing to take reasonable personal risks, sometimes called dignity of risk, and getting support to make decisions when you need it.
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To receive fair and equitable access
Fair access to services and assessments that consider your needs, culture, background, communication requirements, personal experiences and any effects of trauma.
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To access your information
You can ask for information and records about your care, services, fees and costs. It should be accurate, accessible and given in a way you can understand.
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To remain connected
You keep your relationships with family, friends, supporters, community, culture and pets. Aboriginal and Torres Strait Islander people also have the right to remain connected with community, Country and Island Home.
Advocacy
Advocacy, having someone in your corner
An advocate is someone who supports you to understand your rights and options, make decisions, raise concerns and be heard. An advocate works according to your wishes and in your interests.
You might want an advocate if
- You find it hard to raise a concern on your own.
- You feel your preferences are not being taken seriously.
- You are not sure you understand your options.
- You would simply rather have support in a difficult conversation.
Who can be an advocate
- A family member, friend or someone else you trust.
- A free, independent advocate from an advocacy service.
- Anyone you nominate, at any point, for as long as you want them involved.
You do not need our permission
We support your right to involve an advocate, family member, friend or other trusted person at any time, including during care planning, meetings and complaint discussions.
You do not need our permission, and involving an advocate will not affect the care you receive.
Independent help
Independent help and important contacts
You can raise a concern directly with Bamboo Care, speak with an independent advocate or contact the aged care regulator. You do not have to speak with Bamboo Care first, and contacting an external organisation will not affect the care you receive.
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Older Persons Advocacy Network
OPAN provides free, confidential and independent aged care information and advocacy. An advocate can help you understand your rights, prepare for meetings or complaints, and speak up about your care.
- Phone
- 1800 700 600
- Hours
- Monday to Friday, 8:00 am to 8:00 pm. Saturday, 10:00 am to 4:00 pm.
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Aged Care Quality and Safety Commission
Contact the Commission if you have a concern or complaint about an aged care provider or worker. A concern may be raised openly, confidentially or anonymously.
- Phone
- 1800 951 822
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My Aged Care
The Australian Government's starting point for aged care: eligibility, assessment, and what support is available. The authority on Support at Home specifics.
- Phone
- 1800 200 422
Language and communication
Help in your language
You have the right to communicate in your preferred language or method and to use an interpreter or communication aid where required.
Tell our care team what you need and we will discuss your language, accessibility and communication requirements with you.
Using an interpreter
- Call TIS National on 131 450.
- Tell the operator which language you speak.
- Ask the interpreter to call My Aged Care on 1800 200 422.
If you or someone else is unsafe
For information and support concerning suspected elder abuse, call 1800 ELDERHelp. If someone is in immediate danger or the situation is life-threatening, call emergency services.
Do you have a question about your rights?
Our care team can explain our services, help you share your preferences and discuss any communication or accessibility support you may need.