Aged Care is changing and ACH Group is here to support
Understanding the new Aged Care Act (The Act) for Residential Care
From 1 November 2025, the Australian Government is introducing a new Aged Care Act that places older people at the centre of care and is designed to make aged care safer, fairer, and more respectful.
ACH Group welcomes the reform and change. It reflects the values ACH Group has upheld for more than 70 years – respect, transparency, and person-centred care.
Many of the changes in the new Act are already part of how we work at ACH Group. What’s new is that we’re now required to formally share our updated policies and procedures, so you have clear, accessible information about your rights, how we operate, and what you can expect from us.
These changes are designed to make aged care safer, fairer, and more respectful and we’re here to guide you through them, every step of the way.
Below, you’ll find an overview of these key policy areas. For full details on any specific policy, please click on the linked document to learn more.
Statement of Rights
The Statement of Rights puts you at the centre of your care. It makes sure that you know what you can expect from ACH Group and what our responsibilities are to you. It also strengthens the way care providers, like us, are held accountable.
You will receive a copy of this statement. Take the time to read it and if you have any questions, your Home Manager or any ACH Group team member will be able to help.
Read: Aged Care Act 2024 Statement of Rights – A4 explainer of Rights
Whistleblower System and Policy
ACH Group encourage an open and safe environment where serious concerns can be reported without fear.
The Whistleblower System and Policy provide a secure way for you, your supporter, family, carers, or any ACH Group employee to safely report misconduct, unsafe practices, or serious risks. This includes issues like unsafe care, neglect, abuse, fraud, or illegal behaviour.
Your protection and confidentiality are guaranteed under the Act, and reports can be made through various channels, including the ACH Group Whistleblower Hotline on 8228 1168, with the Aged Care Quality and Safety Commission, or with someone you feel comfortable reporting to. Reports will be kept confidential and taken seriously.
Supporter Role
The Act introduces a new Supporter Role. Starting on 1 November 2025, you can choose a registered supporter (or multiple registered supporters) to help you in understanding and making informed decisions about your care.
Your supporter may attend meetings, receive updates, and help communicate your wishes – but you remain in control, and your preferences must be followed.
If you already have a My Aged Care representative, they will automatically become your registered supporter from November 1, unless you choose to opt out.
Higher Everyday Living Fee
Higher Everyday Living Fee (HELF), is a new optional fee that new residents can choose to pay.
If a resident chooses to pay the HELF fee, they will receive services that are a higher quality to the everyday living services funded by the Government. From 1 November, new residents will have the choice to opt in to HELF services. For you, no change will occur to any of your services or fees until November 2026, and we will provide you with more information closer to the date, if relevant to you.
Incident Management
We have always had, and will continue to have, a robust system in place to record, respond to, and investigate all incidents or near misses – such as fall, injuries, or safety concerns. We use these events as opportunities to learn and improve, helping to keep you safer. You and your chosen supporter, if applicable, will be informed of any incident affecting you and the steps we’re taking in response.
Serious incidents, including abuse or neglect, are reported to the Aged Care Quality and Safety Commission or, if necessary, to the police.
Complaints and Feedback
Your voice still matters. You can provide feedback or make a complaint at any time. We will respond quickly, fairly, and respectfully, and keep you informed about the actions taken. You are protected from any negative treatment for speaking up.
If you would like to make a complaint or provide feedback, speak to your Home Manager who can guide you through the steps. ACH Group can also assist you in finding an independent aged care advocate to help with your complaint.
Download: Feedback and Complaints Policy [.pdf]
Rights and Protections
ACH Group is committed to protecting your right to safe, high-quality care that respects your dignity, supports your independence, and meets your needs. Your privacy and preferences will always be respected. You also have the right to be involved in decisions about your care and be protected from harm. ACH Group is committed to upholding these rights at all times.
If you would like any information in this letter provided in a different language or format, or if you would like assistance to understand what is being discussed, please contact your Home Manager who will be able to support you.
Read: Privacy Policy
Need further information or have questions?
Submit your feedback via our online form, or contact us today.
