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FAQs for Residents

What information is collected about resident experiences?

We are asking residents in all residential aged care homes across Australia to share their experience about where they live, including what they like and what they do not like.

How will I know if I am selected to participate?

Survey team members from Access Care Network Australia (ACNA) will schedule a day to visit your residential aged care home. Residents will be randomly selected at each visit to an aged care home, ensuring all residential areas of the aged care home are represented. Every resident in the residential aged home has a similar chance to participate and be represented.

If you are offered the opportunity to participate in the survey, the survey team member will invite you to speak in private where you cannot be overheard. The survey team member will speak to you in private and explain the process and answer any questions you have. They will ask for your consent to participate in the survey. You can ask to have someone you trust (like a family member) to sit with you or join by telephone if you want.

What’s the participation process if I am selected for the survey?

If you agree to participate, the survey team member will ask you 14 short questions about your experience living in this residential aged care home. This includes questions about what you like and don’t like about where you live, such as the food, the care you receive and how staff treat you. They will also ask you questions about yourself.

The survey team member will record your answers directly on a computer or iPad. They will not share the any of your survey answers with anyone at your residential aged care home. To ensure you feel comfortable to answer freely, aged care home staff will not be present during the survey, your answers will be anonymous and will not be linked back to you. You don’t have to answer any questions if you don’t want to. After you complete the survey and if you consent, a close family member or friend may be contacted and invited to complete the survey as well.

How long does it take to complete the survey?

The survey will take about 10 to 30 minutes. If you change your mind about participation, you can stop the survey at any time.

I am a family member or friend of a resident. Can I participate?

These surveys are for residents of residential aged care homes. In some cases when residents are unable to speak for themselves, the survey may be completed by a representative as a proxy. A proxy should be a close family member or friend, such as a person nominated under a power of attorney and/or guardian, who is able to speak on behalf of the resident about their experiences living in the aged care home.

Do I have to take part? What if I change my mind?

You do not have to take part if you do not want to and can change your mind at any time. If you decide not to take part the survey team member will invite the next resident on the list.

If you agreed to take part and then change your mind, that is okay. You can stop the survey and withdraw at any time. Information already received will be stored unless you request otherwise. No further information will be collected about you.

Your decision about whether to take part and the information you give will not affect the care you receive or your relationship with your care providers and the survey team.

What are the possible benefits of taking part?

This is an important opportunity for you to provide anonymous feedback about the care and services you are receiving in your residential aged care home. Participating in the interviews means that you will not only have your say, but your home will be provided with feedback about how it can improve.

What are the possible risks and disadvantages of taking part?

Some residents (or their nominated representative) may wish to share information about negative or unpleasant experiences involving their care.

There is a chance that thinking about and sharing this experience may cause you to become upset. If this happens to you at any time during or after the survey, you can contact Lifeline 13 11 14 or the National Dementia Helpline 1800 100 500 (for people with dementia, or informal carers caring for someone with dementia) for information and support. If you would like to speak with an aged care advocate you can call the Older Persons Advocacy Network (OPAN) on 1800 700 600.

What if you have concerns about your current aged care home?

The survey process might identify concerns you have with your current aged care home. If you advise the survey team member that you are unhappy with your current aged care service (e.g. service quality, staff issues, COVID procedures etc) our team member will be able to assist by:

  • suggesting you raise these concerns with the aged care provider, or
  • suggesting that you have the right to change aged care providers, and/or
  • provide you with contact details for the Australian Government Aged Care Quality and Safety Commission.

Alternatively, the Australia-wide Older Persons Advocacy Network (OPAN) provides free advocacy services to older people, their families and representatives to understand and navigate the aged care system, as well as assisting in resolving aged care issues as they arise. You can call the Older Persons Advocacy Network (OPAN) on 1800 700 600.

What will happen to information about me?

The survey team member will save the information you share during the survey into a computer in a way that ensures it cannot be used to identify you. This means you cannot be identified by your aged care home or the Department of Health and Aged Care from the data you provide. This information will only be used to inform the Star Rating for your residential aged care home.

Your survey answers will be combined with the answers given by other people living at your aged care home and summarised in a report to give an overall ‘resident experience’ score for where you live. This score will become part of the Star Rating for your aged care home.

Will my information be kept confidential?

Your records relating to the Residents’ Experience Surveys and any other information received will be kept strictly confidential and securely stored. Your identity will not be revealed in any reviews and reports which may be published, and any information collected from you will remain confidential as required by law.

How long will my information be stored and will it be stored securely?

Information collected for the Residents’ Experience Surveys will be stored securely in Australia for 15 years. After 15 years it will be securely deleted.

Who is organising and funding the Residents’ Experience Surveys?

The Residents’ Experience Surveys are funded by the Australian Government Department of Health and Aged Care. The work is being done by three companies working in partnership:

  • IQVIA is leading the operation of Residents’ Experience Surveys and managing the data
  • Access Care Network Australia (ACNA) is conducting the surveys
  • HealthConsult is evaluating the conduct of the surveys

How do you ensure that the confidentiality of residents is maintained when surveys are conducted at the service?

Surveys are conducted on site in a face-to-face format at each service. Residents are selected to participate in the Residents’ Experience Survey at random. While the survey team may require assistance from workers in gaining access and navigating the service, workers should not be present while surveys are being conducted. To ensure the integrity of the Residents’ Experience Survey, and residents right to anonymity through the process, it is of great importance that workers at residential aged care homes respect the privacy of residents while the survey is being conducted. The survey responses are also de-identified, so that specific residents are not connected to any specific feedback.

Where can I get more information?

Additional information about the Residents’ Experience Surveys can found on the Resources section of this website.
Alternatively, you can contact our survey team on 1300 151 537 or email

What if I have a complaint?

If you have a complaint about the survey process, please call 1300 151 537 or email