Many older Australians remain hesitant to speak up about problems in aged care because they fear being ignored, dismissed or treated differently, according to new research released by the Aged Care Quality and Safety Commission.
The study found that trust, safety and confidence in the complaints process play a major role in whether people raise concerns about the care they receive.
The research involved a national survey of almost 2,300 older people and their supporters, alongside interviews and discussion groups with aged care residents and home care recipients. Researchers also examined experiences within First Nations communities and culturally and linguistically diverse groups.
Aged Care Quality and Safety Commissioner Liz Hefren-Webb said the findings reflect a gap between people’s expectations of care and their willingness to report problems.
“Respect, safety and being listened to are key expectations, yet many older people do not feel safe or confident in raising concerns about their aged care,” she said.
The report comes as Australia continues efforts to rebuild confidence in the aged care sector following years of scrutiny, including the Royal Commission into Aged Care Quality and Safety, which documented widespread failings across the system.
While most participants said they would first approach their provider with a concern, many also described worries about possible reprisals or doubts that complaints would lead to meaningful action.
Researchers found some older people questioned whether raising issues would be worth the emotional strain or potential disruption to their care arrangements.
Advocacy groups have long argued that fear of consequences can discourage residents and families from reporting poor treatment, particularly in residential facilities where people may feel dependent on staff for daily support.
The Commission said the findings support its “Choice, dignity, respect” information campaign, which aims to improve awareness of aged care rights and complaint pathways.
Hefren-Webb encouraged older Australians to report concerns early and said providers are expected to maintain complaint systems that are accessible and easy to understand.
“It is ok to speak up, sharing your concerns can help improve your care. No concern is too small,” she said.
The research also points to broader cultural challenges within aged care, particularly around communication, trust and power imbalances between providers and residents.
Industry experts have previously warned that stronger legal protections alone may not improve conditions unless older people feel safe using them in practice.
The Commission said it hopes the findings will help shape future education and engagement efforts as rights-based aged care reforms continue to roll out across Australia.
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