Aged care reforms

The government is introducing a new law to make aged care safer, fairer, and more respectful. It focuses on your rights and making sure your care meets your needs. For more information, visit the Australian Government website.

In October 2025, we sent a newsletter to all City of Whittlesea Ageing Well clients to inform them of the changes we would make as a result of the introduction of the Aged Care Act 2024 from 1 November 2025. Please ensure you are familiar with these changes and discuss with your Case Manager at the City of Whittlesea’s Ageing Well Team.

View or download the newsletter on Aged Care Reforms(PDF, 1MB)

The rules that aged care providers must follow are being updated to make care more personal, safe, and high quality. These changes are about improving everyday life for older people.

Further information and fact sheets will be posted to our website as they are made available.

The Statement of Rights outlines your rights when receiving aged care - including your right to be treated with dignity, make your own choices, and feel safe and respected.

It also incorporates the Aged Care Code of Conduct, which sets out the expected standards of behaviour for aged care workers and providers. Together, these documents ensure that you receive safe, high-quality, and respectful care that supports your independence and wellbeing. The Statement of Rights will replace the Charter of Rights on 1 November 2025.

Read the Aged Care Statement of Rights(PDF, 297KB)

For more information, visit the Older Persons Advocacy Network (OPAN) website.

Aged Care Code of Conduct (the Code) applies to everyone working and volunteering in funded aged care services. This includes staff, volunteers and contractors, as well as responsible persons such as the Council who are our governing body members.   

The Code describes how we must behave and treat people receiving care. It promotes kind, safe, inclusive and quality care. It also supports a person’s rights to choice, dignity and respect. 

For a copy of the Code, refer to The Aged Care Code of Conduct on Australian Government website.

From 1 November 2025, changes to the Aged Care Act will give older people even stronger rights to stay in control of their care decisions. One of these changes is the introduction of a registered supporter role – a new way for trusted people to assist an older person in understanding, making, and communicating decisions about their aged care.

What is a registered supporter?

A registered supporter is someone chosen and formally nominated by the person receiving care (the client) to support them with aged care decisions. This could include:

• helping them understand written or verbal information about services
• talking through care options
• attending appointments or assessments with them
• communicating their decisions to providers or My Aged Care.

This support can be especially helpful for people from culturally and linguistically diverse (CALD) backgrounds, people with communication difficulties, or anyone who feels more comfortable having someone by their side when navigating aged care services.

Registered supporters assist with decision-making, but they do not make decisions on behalf of the person.

Council has introduced a CHSP service agreement that outlines specific information related to the care and services each client receives from the City of Whittlesea’s Ageing Well Team.  All new clients from 1 November 2025 will receive a service agreement, whilst existing clients will have a service agreement in place by their next review (no later than 30 October 2026).

The service agreement consolidates lots of information into one document and includes information such as:

• The care plan and service details based on the CHSP service list - your goals, the services you receive and their frequency.
• Rights and responsibilities of both the client and Council’s aged care workers.
• Complaints process which includes details on how to address concerns, complaints and/or feedback.
• Contributions – information on any expected client contribution towards service and care costs.
• Details of your next service review which must occur once every 12 months.
• Any variations and termination details.
• Cooling off period.
• Support persons to assist with service agreement.

If you have any questions, it's important to raise them with your Case Manager from the City of Whittlesea’s Ageing Well Team.

If you’re not happy with your care or services, or if you have any complaints or suggestions for improvement, you have the right to provide your feedback. There are many ways to share your concerns, and we encourage you to do so in whichever way is easiest for you. You can:

• Talk directly with the Ageing Well Team - Many issues can be resolved by speaking with us directly on 03 9217 2170 (option 4)
• Send an email or letter - If you prefer writing, you can send your feedback or complaint by post or email ageingwell@whittlesea.vic.gov.au
• Use the online feedback form on our website - Visit the Complaints handling and resolution page.
• Call the Aged Care Quality and Safety Commission - They can help with any complaints which you would like to escalate outside of the City of Whittlesea. They can be contacted on 1800 951 822. 

Remember, your feedback is important, and your concerns will be taken seriously. 

We also encourage you to review the City of Whittlesea’s Complaints Handling and Feedback Policy(PDF, 317KB) and Whistleblower Protection Policy(PDF, 311KB), which outline how your feedback is managed and how your confidentiality and rights are protected throughout the process.