Catholic Healthcare Limited (CHL) is committed to fostering a culture of transparency, integrity, and accountability. We recognise the importance of providing a safe and supportive environment where individuals feel empowered to speak up about concerns without fear of reprisal.
Under the Aged Care Act 2024, individuals—including older people, their families, carers, staff, volunteers, and others—can choose to have their complaint treated as a whistleblower complaint.
This document explains:
- Who can make a whistleblower complaint
- What you can complaint about
- Why elect to have your complaint treated as a whistleblower complaint
- Protections when making a whistleblower complaint
- Alternative complaint/feedback pathways
Who Can Make a Whistleblower Complaint?
Any individual who has reasonable grounds to suspect a breach of the Aged Care Act 2024 can make a whistleblower complaint. This includes:
- A resident in aged care
- A family member, friend or carer
- A regular visitor or volunteer
- An independent advocate or representative
- An aged care worker, contractor or staff member
- A member of the public
What Can You Complain About?
A whistleblower complaint can be made when you have reasonable grounds to suspect that something is wrong or unlawful in the delivery of aged care services. This includes concerns about:
- A breach of the Aged Care Act 2024 or the Aged Care Rules 2025
- Abuse, neglect or mistreatment of residents/clients
- Unsafe or unhygienic care practices
- Staff misconduct or unethical behaviour
- Cover-ups or failure to act on risks or complaints
- Fraud, corruption or illegal activity in the aged care service
Why Elect the Whistleblower Complaint Pathway?
Choosing to have your complaint treated as a whistleblower complaint provides additional protections and safeguards under the Aged Care Act 2024. This pathway is designed to support individuals who raise serious concerns about aged care services, especially where there may be risks of retaliation or systemic issues.
You may elect the whistleblower pathway for your complaint for the following reasons:
- You believe the issue is serious, unlawful, or puts someone’s health or safety at risk
- You’re worried about being treated unfairly, ignored, or punished for speaking up
- You’ve tried to raise the issue before, but nothing changed
- You are concerned the provider or staff member may try to cover up the issue
Whistleblower complaints can be made without needing to provide proof—you only need to have a reasonable suspicion that something is wrong. You are protected by law when making a disclosure in good faith, including protection from victimisation or legal consequences. You may also choose to make your complaint anonymously, or request that your identity be kept confidential, unless you give permission for it to be shared.
You can also make a whistleblowing complaint directly to the Aged Care Quality and Safety Commission.
https://www.agedcarequality.gov.au/making-complaint
What Protections Do You Have?
If you choose to make a whistleblower complaint, you are entitled to legal protections. These protections include:
- Protection from retaliation: You can’t be dismissed, sued or treated unfairly for speaking up
- Confidentiality and Anonymity: Your name does not have to be shared unless you agree to it
- Legal immunity: You are protected from civil, criminal, or administrative liability for making a disclosure in good faith. This includes protection from breach of contract claims
Anyone who discloses your identity without permission may face legal penalties. Additionally, you are protected even if the issue turns out not to breach the Aged Care Act 2024 — if your complaint was made honestly and in good faith.
These protections are designed to encourage people to speak up about serious issues without fear of reprisal, and to ensure that whistleblower complaints are handled respectfully and in accordance with the Aged Care Act 2024.
Alternative Complaint/Feedback Pathways
1. Can I Use the Normal Complaints Pathway Instead?
Yes. If you do not have concerns about raising your issue directly, you can also use the standard complaints process. This may be suitable if you are not worried about retaliation or having your identity protected, but still want the issue addressed.
2. Just Want to Give Feedback?
If your concern isn’t serious or urgent, but you'd still like to share your experience, you can provide feedback instead. We welcome all voices and ideas for improvement.