Our Promise To You

On 1 July 2019, a single Charter of Aged Care Rights (Charter) came into effect. It replaced previous charters of care recipients’ rights and responsibilities.

The comprehensive and concise new Charter provides the same rights to all consumers, regardless of the type of subsidised care and services they receive.

Gratis Home Care is committed to empowering Care Recipients to maintain choice and control in regard to their services, service delivery mode, and overall service experience.

It is most impotent to us that you, the Care Recipient, have access to and knowledge of Gratis Home Care’s Complaints Processes, that they remain confidential if you require, and also to the Government Agencies that oversee the complaints process from a federal level.

Feedback can be provided to us in a number of ways:

  • Contact your Case Manager directly
  • Complete the feedback form online found here
  • Send a letter or use the feedback form in your in-home folder and post it to 133A Henley Beach Road, Mile End SA 5031. Letters can be addressed to the ‘Gratis Home Care Officer’
  • Call us on 1300 472 847
  • Email us at enquiry@gratishc.com.au

If you believe that your complaint has not been addressed appropriately or a resolution is not possible for any reason, it is our duty of care to our Recipients to provide the following information within your In-Home Folder which will enable you the channel to make your complaint directly to:

  • My Aged Care on 1800 200 422
  • Office of the Aged Care Complaints Commissioner on 1800 951 822
  • Website: agedcarecomplaints.gov.au

Your Rights and Responsibilities -Home Care

You have the right to:

  • personal privacy
  • be involved in decisions that affect you
  • be treated with dignity and respect
  • good quality care that meets your needs
  • full and effective use of your personal, civil, legal, and consumers rights
  • complain and take steps to sort out any problems
  • advocacy support.

As an aged care consumer, you have responsibilities

All people involved in aged care – consumers, their families, carers, visitors, and the aged care workforce – must respect and be considerate of each other.

You should be mindful of the effect of your behaviour on others, always keeping their rights in mind.

At times, your rights may compete with the rights of other consumers, family members, or staff. When this occurs, the consumer and the service provider need to communicate openly and honestly about these competing rights and work together to come to a solution.

Good communication between you, your family, friends, carers, and staff can help your aged care provider to give you the care and services that best meet your needs.

As an aged care consumer, you should give your aged care provider the information they need to properly deliver your care and services. You should understand and comply with the conditions of your care agreement and pay any fees outlined in the agreement.

You should respect the rights of aged care workers to work in a safe environment. Any kind of violence, harassment, or abuse towards staff or others is not acceptable.

Quality aged care outcomes are best achieved in an environment of mutual respect.

For further understanding, please refer to the: