When consumers contact ARAS an advocate listens and asks questions in order to clarify the specific issues of concern about the services being provided by a HACC funded service. Accurate information is provided about the rights of the older person and strategies are offered to resolve the problem. This will include discussion of the possible consequences of any action.
The consumer may then choose to take action themselves to resolve the problem, or they may prefer their representative or an ARAS advocate to speak up on their behalf. The advocate will only proceed if given permission to do so and will consult with the consumer throughout the process.
ARAS advocates are also able to provide general information about aged care services, and referrals to other appropriate services.
Please refer to the ARAS Consumer Information Leaflet which also outlines the ARAS Privacy Information and the ARAS Complaints process.