Our services
OPLS is a small legal team with a remit to assist older people who are disadvantaged. To broaden its reach, OPLS partners with Legal Aid NSW to deliver the Older Persons' Legal and Education Program. This program aims to improve older people’s access to legal services through advice, assistance, advocacy, representation, referral and education. Legal Aid also offers a number of publications relating to legal issues for older people.
Advocacy
Seniors Rights Service offers free, confidential support to aged care recipients and we promote the rights of older people to aged care service providers. Find out how to complain.
What is advocacy and how does it help me?
Advocacy means having someone beside you who helps you express your point of view. The advocate empowers you and helps you to stand up for your rights. They will always ask your permission before taking action.
For more information see the Seniors Rights Service fact sheet What is Advocacy?
What can an advocate do?
An advocate can:
- Empower you to identify your rights and responsibilities
- Assist you to uphold your rights
- Speak on your behalf to promote your rights.
Advocacy is free, confidential and independent.
How is advocacy different from mediation, etc?
Advocacy is not:
- Mediation - a way of resolving disputes with the help of a mediator. The mediator is neutral and does not take sides. Their role is to facilitate the discussion between the people in dispute and to seek a mutually acceptable solution.
- Complaints investigation - there is a complaints handling scheme to investigate and resolve complaints made by individuals receiving aged care. Contact the Aged Care Complaints Scheme on phone 1800 550 552.
- Conciliation - a conciliator's role is not simply to encourage a settlement, but rather to participate in the process and ensure that the settlement reached is just.
What is aged care advocacy?
Aged care advocacy means offering information to people receiving aged care services about their rights and responsibilities and assisting them to uphold their rights.
If you are concerned about any aspect of your aged care services and you want to speak to someone about this, an aged care advocacy service will try to help you.
An aged care advocate speaks up for you on your behalf, when you feel disadvantaged, in a way that represents your best interests.
Aged care advocacy services are free, confidential and independent.
Is it OK to complain?
The Aged Care Act 1997 states that you have the right to complain or raise an issue of concern about the aged care you are receiving. If you have a complaint, you need to speak to a senior staff member such as the manager of the aged care home where you live, or the provider of your in-home services.
Raising issues or complaints can be beneficial for all concerned. Positive changes may be made as a result of a complaint and this can benefit all residents.
Every aged care service provider must:
- Have a complaints process in place
- Use this process to resolve any complaints.
Your aged care home is obliged to tell you about its complaints process and help you to use it. You can use an advocate to help you raise issues or make a complaint if you wish.
What can I complain about?
You can complain if you are unhappy with any of the services provided, such as meals, personal care, etc.
You can also complain about the way you are treated by staff or management. In short, you can complain about any aspect of the accommodation and/or care you are receiving.
How can I make a complaint?
There are three ways to make a complaint:
- 1. If you feel comfortable to approach management, speak to the manager or senior staff. Every service has a complaints process. You should have been told how the process works for your service when you first became a resident or client. ‘Residents and relatives’ meetings at aged care homes are another opportunity to raise issues and sort out day-to-day problems.
- 2. Get someone to help you make a complaint. If you feel uncomfortable about making a complaint yourself, or you are not sure about what to do, or you simply want support and advice, Seniors Rights Service can assist you to raise your concerns.
- 3. Contact the Aged Care Complaints Scheme. Anyone can make a complaint either in writing, or by phone or e-mail. A staffer will listen to your concerns, discuss options, and make a preliminary assessment of the complaint. If accepted, they will work with you and your service provider to resolve your complaint. The Scheme is free and can be contacted on 1800 550 552.
Can Seniors Rights Service assist me in making a complaint?
For more information, see the Seniors Rights Service fact sheet Making a complaint in an aged care home.
Contact Seniors Rights Service on 1800 424 079
Please note – this is general information only. It is not legal advice. If you feel you need legal advice, please speak to a Seniors Rights Service solicitor.
There is also a National Aged Care Advocacy Line:
1800 700 600
Education
One of Seniors Rights Service’s key roles is to raise awareness about the rights of older people. We travel across NSW giving talks to aged care recipients and the wider community.
Education services
Seniors Rights Service aged care advocates and solicitors travel across NSW to hold information sessions for aged care homes, retirement villages and community groups. These sessions aim to raise awareness about the rights of - and common concerns among - older people living in aged accommodation or receiving in-home care. The sessions are offered to service providers and service users and their relatives and carers, as well as in-home aged care service providers, seniors groups, professional groups and others.
Popular topics are:
- Aged care advocacy
- Retirement village living
- Legal issues affecting older people
- Seniors Rights Service: who we are and what we do
- Supporting diversity
Seniors Rights Service also delivers online information sessions via Skype and webinars.
Workshop topics
It’s always a lively discussion when Seniors Rights Service gives talks and workshops. The sessions are tailored for older people and service providers in the aged care sector. There is time for individual question and answers.
Our workshop topics include:
- Aged care advocacy – what does it mean?
- Retirement Village living – common concerns for residents?
- Legal issues affecting older people – know your rights and prepare for the future
- Seniors Rights Service – what do we do and how can we help?
- Issues for older Indigenous Australians
- Issues for older people who come from culturally and linguistically diverse backgrounds
- Issues for older people who are gay, lesbian, bisexual, transgender or intersex
Book a talk or workshop
Use this form to book an education session, or you can contact us on 1800 424 079
.
*Required feilds
How does Seniors Rights Service promote its services?
Seniors Rights Service attends expos, open days, forums and conferences for older people and aged care service providers in New South Wales. These events raise awareness about older people’s rights and what Seniors Rights Service has to offer.
Contact Seniors Rights Service if you would like us to have an information stall at your event.
Want to know more about Seniors Rights Service education services?
Please contact:
Coordinator Education & Promotion
Seniors Rights Service
418A Elizabeth St, Surry Hills, NSW 2010
Phone: 1800 424 079
Fax: (02) 9281 3672
Email: [email protected]
We support diversity
Seniors Rights Service provides support to older people who are culturally and linguistically diverse (CALD), Indigenous, a care leaver, live remotely or identify as LGBTI.
Seniors Rights Service and diversity
Seniors Rights Service raises awareness about the needs of people who belong to specific groups, including people living remotely, indigenous Australians, care leavers, people from culturally diverse backgrounds and those who identify as lesbian, gay, bisexual, transgender or intersex (LGBTI).
Seniors Rights Service workshops affirm people’s right to be treated with dignity and cultural respect. The sessions are tailored to older people and to professionals working with these groups.
You can download brochures here about issues for Indigenous, CALD and LGBTI, and about how Seniors Rights Service assists these groups.
Booking form
*Required feilds
Use this form to book an education session now, or you can contact us on 1800 424 079
.
