Resources for Consumers

UPA respects and values each older person who entrusts their care to us. Older people receiving Australian Government subsidised residential aged care and home care services from us are known as consumers.

New Aged Care Act

The new Aged Care Act commences on 1 November 2025. It includes new requirements for providers like UPA. The main changes are: ·

  • Statement of Rights – this replaces the current Charter of Aged Care Rights.
  • Aged Care Code of Conduct – all UPA staff and volunteers must follow this Code.
  • Feedback and complaints – new processes make it easier to raise concerns and provide suggestions to improve care and services.
  • Registered supporters – you can choose who you would like to support you to make decisions, if needed. Registered supporters are people listed on My Aged Care as your representatives.
  • Access to advocates – you have the right to help from independent advocacy services.
  • Quality Standards – higher standards of care and service must be met by providers.
  • Regulation – the Government will be strengthening how aged care is monitored.

Older people receiving home care services will also transition to the Support at Home program. More information is available in the Australian Government’s booklet.

Share your feedback

UPA values your feedback to help us improve our care and services. Your feedback is always welcome and will not negatively affect you or the care you receive.

Please share your feedback by completing the UPA Feedback Form. If you have serious concerns about UPA’s conduct, you may choose to make a Whistleblower disclosure instead. Please see more information here.

More information

The following websites include more information about aged care for older people and the support available to ensure you receive high quality care and services.

Contact UPA

If you would like to discuss what this means for you in more detail, please contact your service or facility manager. Alternatively, you can contact the UPA Corporate Office:

  • Phone: 1800 UPA NOW · Email: info@upa.org.au
  • Post: UPA of NSW Ltd 5 Munderah St / PO Box 273, Wahroonga NSW 2076