National Aged Care Advocacy Program

November 24, 2025

The National Aged Care Advocacy Program (NACAP)

The National Aged Care Advocacy Program (NACAP) offers essential support to older people receiving aged care services in Australia. This program is dedicated to protecting the rights and interests of aged care consumers. It provides free, confidential, and independent advocacy services, making sure that older Australians can voice their concerns and receive fair treatment regarding the services they access.

The Australian Government funds NACAP, which is delivered across the country by various aged care advocacy organisations. These organizations work directly with individuals to address issues and concerns related to their care, services, and accommodation.

Why Advocacy Matters in Aged Care

Aged care can be complex, and older people may sometimes face challenges in having their needs met or their rights respected. Advocacy serves as a mechanism to balance power dynamics and confirm that the aged care system remains accountable to those it serves.

Advocates work with people across all types of Australian Government-funded aged care services. This includes:

Residential aged care homes
Home care packages
Services provided through the Commonwealth Home Support Programme (CHSP)

The goal is always to uphold the Aged Care Quality Standards and other relevant legislation designed to protect aged care consumers.

What Services Does NACAP Provide?

NACAP services center around empowering individuals. Advocates assist recipients of aged care to understand their rights and responsibilities. They provide support when making complaints or resolving disputes with an aged care provider. The services are highly personalized and may include:

Information and Education: Providing clear details about aged care rights, regulations, and quality standards.
Support for Self-Advocacy: Giving individuals the tools and confidence to speak up for themselves.
Representation: Acting on behalf of an older person (with their permission) to discuss issues with their provider or other relevant bodies.
Complaint Resolution: Guiding the individual through formal complaint processes, such as those involving the Aged Care Quality and Safety Commission.

The independence of NACAP is key; advocates operate separately from aged care providers, meaning they offer objective and impartial support focused solely on the client’s best interests.

Accessing Advocacy Support

Any older person currently receiving Australian Government-funded aged care services, their families, friends, or carers can contact NACAP for assistance. The process is straightforward and typically starts with a confidential phone call to the relevant state or territory-based advocacy organisation.

When a person contacts the program, an advocate will listen to their concerns and discuss the best approach for resolution. Issues might relate to the quality of food, personal care, fees, choice of services, or respecting personal preferences.

The program aims to resolve issues informally where possible. However, if needed, advocates are trained to assist in navigating formal complaints processes to achieve a satisfactory outcome for the aged care consumer.

The Role of Advocates

Advocates undergo specific training to work sensitively and effectively within the aged care sector. They are skilled communicators and negotiators who understand the legal framework of aged care. Their main duties include:

Interpreting complex documents and regulations.
Mediating discussions between the consumer and the provider.
Documenting concerns and preparing formal submissions.
Respecting the wishes and decisions of the older person at all times, focusing on client-directed outcomes.

By maintaining confidentiality and offering support without judgment, NACAP advocates serve a fundamental role in helping older people maintain their dignity, respect, and rights while receiving care. This program is a safeguard for quality service delivery and accountability across the aged care system in Australia.

Frequently Asked Questions

1. Is the National Aged Care Advocacy Program really free?

Yes, all advocacy services provided under NACAP are free and confidential for older people receiving government-funded aged care services, as well as their families and carers.

2. What kinds of issues can an advocate help with?

Advocates can help with a wide array of issues, including disagreements over care plans, concerns about the quality of care or food, disputes over fees, feeling restricted in personal choices, or general communication problems with an aged care provider.

3. Who delivers the NACAP services?

NACAP is funded by the Australian Government but is delivered by a network of independent, non-government advocacy organisations operating in every state and territory.

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