Australians are more than twice as likely to trust aged care services once they have direct experience, according to a new national report that points to a gap between public perception and lived experience.
The Ageing in Australia Community Expectations Report 2026, released by Ageing Australia, surveyed Australians aged 18 and over and found confidence in the sector improves markedly among those who have used or interacted with aged care services.
Ageing Australia chief executive Tom Symondson said the findings highlight both a challenge and an opportunity for the aged care system in Australia.
“People who have direct experience of aged care are far more likely to trust it, but too many Australians are forming views based on things they’ve heard in the past or negative media,” Mr Symondson said.
“That tells us the system is performing better than people think – but we’re not closing the gap between perception and reality.”
The report shows that people with recent or ongoing experience report higher levels of satisfaction, suggesting a disconnect between how aged care is perceived and how it is experienced.
“71 per cent of those who had personally used aged and 63 % of those who cared for someone were either very, or somewhat satisfied with the care they received.”
“This aligns with other evidence such as the Residents’ Experience Survey carried out independently of the sector each year which showed 88% of residents would recommend their home to others.”
Despite these results, broader public sentiment remains cautious, particularly among younger Australians.
“For many younger Australians, negative media stories guide their view and reduce their trust. And as a sector we must do everything we can to respond to issues and give the community confidence in our services. But while stories generally focus on isolated incidents, they are often incorrectly painted as the norm. We can see from these results the fear that creates and the harm that it does to public trust.”
The research also points to how Australians seek information about aged care. Just 21 per cent said they would turn to government sources, while nearly three quarters indicated they would go directly to providers, reinforcing the role of providers as a primary source of information.
The findings also challenge assumptions about housing preferences in later life. While many Australians prefer to remain in their current homes, the report shows that 30 per cent are open to moving into retirement living.
At the same time, about half of Australians over 50 are considering downsizing, though only 37 per cent believe current government support is adequate.
“It is clear that older people want to remain independent, but for some this does not mean remaining in the family home,” Mr Symondson said.
“For many it means downsizing, and for almost a third it could mean moving into retirement living.”
“That shows a huge opportunity for our sector to build more homes and offer increasingly innovative housing solutions tailored to older people.”
The report also highlights uncertainty among Australians about how to navigate aged care services, even as expectations around independence and choice remain strong.
“Australians want to age with dignity, independence and choice but far too often they don’t know where to start or who to trust,” he said.
“There is a clear and urgent need for government to improve how it communicates about aged care, including the current reform process.”
“This report shows that too many in the community are concerned about their future as they age. Better public information about the system, including the current reforms, better supports for downsizing and better support to access and navigate aged care can all help in the short term,” Mr Symondson said.
“We must also continue to rebuild public trust in our services. That is made much more difficult by the current rollout of major reforms at the same time as demand is rising and workforce pressures are at fever pitch.
“But, if we get this right, we can build a system that not only meets the needs of Australians now and into the future, but one they understand and trust.”
Ageing Australia said the research will be conducted every two years to track shifts in public expectations and inform future aged care policy and reforms in Australia.
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