1. Independence, autonomy, empowerment and freedom of choice

You have the right to make your own decisions and stay in control of your life. This includes decisions about:

• which funded aged care services you use
• how you access those services and who provides them
• your money and your belongings
• how you live — even where there is some personal risk involved.

If you would like support to make these decisions, you have the right to receive it.

2. Equitable access

You have the right to a fair and accurate assessment to work out the services you need, carried out in a way that suits you. That assessment should respect your:

• culture and background
• personal experiences, including the impact of any trauma you may have experienced
• cognitive conditions, such as dementia.

You also have the right to receive the care you need, when you need it.

3. Quality and safe funded aged care services

You have the right to safe, high-quality and fair services that treat you with dignity and respect. This means care that:

• values and supports your identity, culture and background
• respects your experiences, including any trauma
• is accessible and meets your needs
• is free from violence, abuse and neglect.

You also have the right to receive services from workers who have the right training, skills and experience, and from providers who meet all their obligations under the aged care laws.

4. Respect for privacy and information

Carexcell will:

• respect your personal privacy
• protect your personal information, such as details about your health and finances.

You have the right to access records and information about your rights and the services you use — including how much those services cost.

5. Person-centred communication and the ability to raise issues without reprisal

You have the right to:

• receive information in a way you understand
• give feedback about your care
• communicate in the language or method you prefer, including using interpreters or communication aids if you need them
• meet with us and your supporters in a way that suits you.

If something isn’t right, you have the right to:

• get support from us to resolve it
• make a complaint without fear of being punished
• receive a quick and fair response.

6. Advocates, significant persons and social connections

Sometimes you may want support to understand your rights, make a decision or make a complaint. You have the right to that support from an independent advocate or anyone else you choose.

We will respect the role of the people who are important to you. You have the right to stay connected with:

• the people who matter to you
• your community, including leisure and cultural activities
• your pets.

Aboriginal and Torres Strait Islander peoples have the right to stay connected with their community, Country and Island Home.

Our commitment to you

Carexcell is committed to delivering care that is consistent with the Statement of Rights at all times. Our team is trained to put your rights, choices and wellbeing at the centre of everything we do, and to listen, respond and improve when you tell us something isn’t working.

Raising a concern or making a complaint

If you have any concern about your care or feel your rights aren’t being respected, please talk to us first — we want to know, and we’ll work with you to put it right, without any negative consequences for you.

• Contact Carexcell: 1300 707 761 or via admin@carexcell.com.au
• Speak to your coordinator or care manager, or ask any Carexcell team member for help.

If you’d prefer independent help, or you’re not satisfied with how we respond, you can also:

• Older Persons Advocacy Network (OPAN) — free, independent advocacy on 1800 700 600 or opan.org.au
• Aged Care Quality and Safety Commission — to raise a complaint on 1800 951 822 or agedcarequality.gov.au

Learn more

• Read the Statement of Rights in full at the Aged Care Quality and Safety Commission
• Find out about the new rights-based Aged Care Act at health.gov.au
• Visit My Aged Care for information about accessing aged care.