The Aged-care Rights Service (TARS) is an advocacy service
for older residents of nursing homes, hostels and retirement villages
and people receiving Community Aged Care Packages.
TARS promotes and protects the legal rights of each person;
- to be regarded as a unique and valued individual,
- to have their beliefs values and wishes respected,
- to make informed decisions about their life,
- and be consulted about matters that will effect their quality of
We provide education and casework to help people understand and exercise
Our staff is courteous, professional and committed. We have a complaints
policy and procedure to ensure our services are accessible, flexible
- We help individual residents, carers, family members and groups.
- We run education programs to educate about their rights and to explain
the aged-care system.
- We give information and legal advice so people can exercise their
rights or deal more effectively with the aged care system.
- We refer people to other organisations that may be able to help
- We advocate and negotiate on behalf of people and help them to resolve
issues or disputes.
- We represent people and advocate on their behalf at tribunals and
- We help people to make formal complaints through the Commonwealth
Complaints Resolution scheme.
- In addition to this work TARS also represents the rights and best
interests of consumers in various government and industry forums by
developing policy recommendations to advocate for improvements to
the aged care system.
What is Advocacy?
Advocacy is a process of speaking up for a person or representing a
cause for a group of people. TARSí expert advisors and advocates will
work through this process with each client who calls us;
Step 1. When you call TARS, we will listen to you and assess
the best staff member to deal with the issue.
Step 2. That person will either clarify your situation at this
time or return your call at an agreed time.
Step 3. We will identify the key points of the situation.
Step 4. TARS will identify what you want to do.
Step 5. WE will provide you the information you need (by phone,
fax, mail or e-mail).
Step 6. TARS will discuss possible actions with you.
Step 7. We will discuss the possible results of those actions.
Step 8. TARS will help you with an agreed action plan, and we
will only act on your instruction.
You have the right:
- to quality care in a safe and secure home environment.
- to privacy, dignity and respect.
- to express your individuality and independence.
- to get information, the right to choose, and the right to make a
For more details see the Charter of Residentsí Rights and Responsibilities
the Aged Care Act 1997.
Just because a person has difficulty exercising their rights does not
mean they no longer apply. If you, or someone you know is being denied
these rights, TARS can help.
How to contact TARS
For free and confidential advice, to ask for printed information about
the aged care system, to make a general inquiry, or to arrange for one
of our experienced staff to call you, just phone 02 9281 3600. NSW country
callers can phone toll-free 1800 424 079.
Level 4, 418a Elizabeth Street
Surry Hills NSW 2010
Fax: (02) 9281 3672
TARS is a community based organisation funded by the Commonwealth Department
of Health and Ageing, the Attorney Generalís Department and the NSW
State Department of Fair Trading and Department of Ageing, Disability
and Home Care.