Consultation on the draft National Aged Care Advocacy Framework

Page last updated: 16 February 2017

Outcomes of the consultation

In late 2016, the Australian Government held consultations on the draft National Aged Care Advocacy Framework (the Framework) from September to October 2016. 

Development of a Framework to support a nationally consistent approach to the delivery of advocacy services for aged care consumers was a key finding of the review.

The department received 33 submissions from a range of stakeholders including advocacy providers and peak organisations representing both consumers and aged care providers. The department used that feedback to inform the updated draft Framework.

There are a range of issues that require more consideration and consultation, which will be done as part of the further development and finalisation of the Framework.

Information regarding a National Aged Care Advocacy Program open funding round is available on the Government's GrantConnect webpage.

Review of Commonwealth Aged Care Advocacy Services

The Australian Government completed the review of Commonwealth aged care advocacy services (the review) and released the final report.

The National Aged Care Advocacy Program (NACAP) is funded by the Australian Government under the Aged Care Act 1997. It provides free, confidential advocacy support and information to consumers—or potential consumers—of Australian Government subsidised Home Care Packages and residential aged care services.

There are nine community-based NACAP organisations operating nationally, one in each state and territory, and two in the Northern Territory. NACAP organisations provide information and support to consumers or potential consumers of aged care services, their carers and families about their rights and responsibilities when accessing services.

Advocacy services

NACAP services include:

  • supporting consumers to find residential aged care services or Home Care Packages to be involved in decisions that affect their life and their care needs
  • providing consumers receiving, or who may receive, residential aged care services or Home Care Packages with information and advice about their rights and responsibilities
  • assisting consumers of residential aged care services or Home Care Packages and/or their representatives to resolve problems or complaints in relation to aged care services, through the provision of advocacy
  • promoting the rights of consumers receiving residential aged care services or Home Care Packages to aged care service providers.

For more information on advocacy services visit the My Aged Care website.


Call the National Aged Care Advocacy line on 1800 700 600 (free call) to contact a NACAP provider in your area.

NACAP Policy guide

The NACAP Policy Guide 2013-2015, provides further information regarding the delivery of NACAP. The Policy Guide identifies the strategic policy direction for the delivery of the NACAP from 2013-2015. It has been developed as a guide to assist NACAP providers. The guide is supported by a set of frequently asked questions (FAQs) that may be relevant to NACAP providers, aged care service providers or aged care recipients.