The Aged Care Code of Conduct sets out how registered providers, their responsible people (like board members and executive roles within a provider’s organisation) and aged care workers, including volunteers, should behave and treat those using government funded aged care services.
The Code supports an older person’s right to make their own choices and be treated with dignity and respect. It encourages kind, honest and respectful behaviour and keeps older people accessing funded aged care services safe from harm. You should be able to feel confident and trust the quality and safety of the care you receive.
Expected Behaviour
The Code describes eight behaviours that providers should follow.
- Treating individuals with respect for their rights to freedom of expression, self-determination and decision making, following the laws and conventions that apply.
- Valuing each person’s dignity and respect and appreciating their unique qualities.
- Protecting each person’s privacy.
- Providing funded aged care services in a safe and competent way, with care and skill.
- Acting with integrity, honesty and transparency.
- Quickly addressing and acting on any concerns about matters that might affect the quality and safety of funded aged care services.
- Ensuring funded aged care services are free from violence, discrimination, exploitation, neglect, abuse and sexual misconduct.
- Taking all reasonable steps to prevent and respond to any form of violence, discrimination, exploitation, neglect, abuse and sexual misconduct.
If you have questions or concerns about your aged care, contact us on 1800 424 079 for free, independent and confidential advice.
Everyone deserves a safe, respectful and enjoyable experience in aged care.
Registered Provider Obligations
Providers should act in a way that is respectful, kind and consistent with the Code.
Providers should do their best to make sure all aged care workers and the responsible people they interact with are following the Code.
Aged care workers should always make sure their actions help older people feel safe and supported. Their actions should always be respectful, kind and in line with the Code.
Responsible persons are key to providing safe and high-quality care, especially those in executive roles within a provider’s organisation and overall management of a service delivery branch or residential care home. Their behaviour should also be consistent with the Code.
If a provider, responsible person or aged care worker delivering care isn’t following the Code, the Aged Care Quality and Safety Commission can take action. In serious cases an aged care worker, responsible person or registered provider can be banned from being involved in aged care delivery.
More information on Aged Care Banning Orders.
More information about the Code in the Aged Care Act 2024 and the Aged Care Rules 2025.
If you have a concern about an aged care provider, worker or responsible person, you can speak with the provider, call us or contact the Aged Care Quality and Safety Commission.
You can raise your concern with the Aged Care Quality and Safety Commission by giving feedback or making a complaint. Giving feedback is a way to voice your concern without being involved in the resolution process (how it’s handled). If you want to be involved, it’s best to make a complaint.
More information about raising concerns with the Commission
Resources
The Aged Care Quality and Safety Commission
1800 951 822
info@agedcarequality.gov.au
