Your Rights and Safety: What Support at Home Means for Protection and Wellbeing 

Understanding your rights and the protections in place when receiving aged care services is essential for peace of mind. The Support at Home program operates under the new Aged Care Act 2024, which strengthens protections for older Australians and clarifies what you should expect from providers. 

The Statement of Rights 

Under the Aged Care Act 2024, you have explicit rights as an aged care recipient. These rights include the ability to make choices about your care, participate in decisions affecting you, and have your preferences respected. You have the right to be treated with dignity and respect, to privacy and confidentiality, and to live without abuse, neglect, or exploitation. 

The Statement of Rights also guarantees your ability to provide feedback and raise concerns without fear of reprisal. You can expect fair and prompt responses to any concerns you raise. These rights aren’t just principles – they’re legal protections backed by strengthened enforcement mechanisms through the Aged Care Quality and Safety Commission. 

Understanding Dignity of Risk 

A key concept in aged care is “dignity of risk” – your right to make decisions about how you live, even when those decisions involve some risk. Providers must balance respecting your autonomy with ensuring safety. This means having conversations about potential risks, discussing safer alternatives when necessary, but ultimately respecting your informed decisions about how you want to live your life. 

Your provider should work with you to understand your preferences, analyse any associated risks, and develop strategies to minimise harm whilst respecting your choices. All these discussions and decisions should be thoroughly documented in your care file and reflected in your care plan. 

Safeguarding Against Abuse and Neglect 

The aged care system includes strong protections against abuse, neglect, and exploitation. Aged care providers must have zero tolerance policies for any form of preventable abuse or neglect. The Aged Care Quality Standards require providers to have robust systems for identifying, recording, managing, resolving, and reporting incidents. 

If you experience or witness abuse, neglect, or exploitation, multiple reporting pathways exist. You can raise concerns with your provider directly, contact the Aged Care Quality and Safety Commission, or reach out to the Older Persons Advocacy Network (OPAN) for free, confidential, independent support. 

Access to Advocacy 

Advocacy services play a crucial role in protecting your rights. The Aged Care Advocacy Line (1800 700 600) connects you with independent advocates who can help you understand your rights, navigate concerns, and ensure your voice is heard. These services are free, confidential, and completely independent of both government and providers. 

Advocates can attend meetings with you, help you communicate your preferences, support you in making complaints, and ensure you understand your options. You don’t need to face challenges or concerns alone – advocacy support is available whenever you need it. 

Making Complaints 

Having a clear, fair complaints process is a legal requirement under the Aged Care Act. Your provider must make it easy for you to provide feedback and raise concerns. At Dovida, the complaints process begins with contacting your Care Manager or local office directly. If you don’t feel your concerns have been resolved at this level, you can escalate to the National Client Experience team. If you remain unsatisfied, you can lodge complaints with the Aged Care Quality and Safety Commission. 

The Commission has strengthened powers under the new Act to investigate complaints, enforce standards, and take action against providers who don’t meet their obligations. These powers include sanctions, compliance notices, and in serious cases, revoking provider approval. 

Privacy Protections 

Your personal and health information is protected under privacy legislation. Providers must obtain your informed consent before collecting, using, or sharing your information. You have the right to know what information is held about you, how it’s used, who it’s shared with, and how it’s protected. 

Safety in Service Delivery 

Practical safety considerations also matter in day-to-day service delivery. Providers must ensure caregivers are thoroughly screened, including national criminal background checks and professional reference checks. Caregivers should be properly trained, follow infection control protocols, use personal protective equipment when appropriate, and follow safe practices for manual handling and assistance. 

Your home environment matters too. Providers should work with you to identify and address potential hazards, whilst respecting that it’s your home and your choices about how you live. 

Understanding these rights and protections helps you advocate for yourself, know when something isn’t right, and access support when you need it. The strengthened Aged Care Act provides robust frameworks for protecting your wellbeing whilst respecting your autonomy and dignity.