Your Rights
The following information is provided to assist with your understanding of your rights and where to seek help if needed. The information below is not legal or professional advice for you and you should not rely on it as such. If you require legal or other professional advice, please contact the appropriate organisation listed below to discuss your particular question or problem.
Seniors Information Victoria (SIV)
SIV is a general inquiry service for older people offering free information on a wide range of issues of interest to older Victorians.
Visit the SIV website or ph: 1300 135 090.
Seniors Rights Victoria
You have the right to live safely and free from abuse and exploitation. However if you feel isolated, unsafe or controlled, you may be experiencing "elder abuse".
Professional advice is available at Seniors Rights Victoria (SRV) - a free and confidential telephone, legal, referral and advocacy service funded by the Victorian Government.
Learn more about SRV by watching the 'Learn about Seniors Rights Victoria' video online.
Visit the SRV website or ph: 1300 368 821 (from 10am to 5pm Monday to Friday).
For more information see Elder abuse fact sheet:
Privacy Victoria
Privacy Victoria regulates how the Victorian Government, agencies and local councils manage your information. They also provide advice about how to protect your personal information online and in other settings.
They will refer you to another agency if necessary. All services are free and confidential.
See: Privacy Victoria – Information for seniors
Financial information
Financial abuse, such as when someone you trust illegally or improperly uses your money, assets or property, is one of the most common forms of abuse of older people.
For more information on financial abuse download the Financial information fact sheet:
The Banking and Financial Services Ombudsman
The Banking and Financial Services Ombudsman helps individuals and small businesses resolve complaints concerning all financial services provided by banks and financial service providers.
Visit the Banking and Financial Services Ombudsman or ph: 1300 780 808.
The National Information Centre on Retirement Investment
The National Information Centre on Retirement Investment has information, tools and calculators online to help you make an informed investment decision.
Visit National Information Centre on Retirement Investment or ph: 1800 020 110.
Consumer protection and advice
To report scams, abuse and problems regarding the purchase of goods and services contact Consumer Affairs Victoria on 1300 558 181.
Visit Consumer Affairs Victoria.
The Australian Securities and Investments Commission
The Australian Securities and Investments Commission is Australia's corporate, markets and financial services regulator.
Visit Australian Securities and Investments Commission or ph: 1300 300 630.
State Trustees
State Trustees is a Victorian government owned business that helps Victorians to protect and manage their assets. State Trustees provide clients with financial and legal assistance for every stage of life.
Visit State Trustees, or Melbourne residents ph: 9667 6466, regional residents ph: 1300 138 672.
Victorian Human Rights and Equal Opportunity Commission
Older Victorians have the same rights as people of all ages that is, the right to be treated fairly and have the same opportunities. One important human rights issue is age discrimination.
Victoria has a Charter of Human Rights and Responsibilities which means that government and public bodies must consider human rights when making laws and providing services.
Visit Victorian Human Rights and Equal Opportunity Commission or ph: 1300 292 153.
Victorian Ombudsman
The Victorian Ombudsman is an independent officer of the Victorian Parliament who investigates complaints about state government departments, most statutory authorities and local government.
The Ombudsman is independent and impartial and provides a free service. The Ombudsman will not usually intervene until the aggrieved person has raised their concerns with the responsible government authority.
Visit Ombudsman Victoria.
Commonwealth Ombudsman
If you think you have been unfairly treated by an Australian Government department or agency, you can complain to the Commonwealth Ombudsman's office.
Visit Commonwealth Ombudsman.
Support for people with a disability
The Victorian Office of the Public Advocate (OPA) is an independent statutory body established by the Victorian Government to protect and promote the interests, rights and dignity of people with a disability. OPA can assist with Legal Issues, Powers of Attorney and Guardianship.
Visit Office of the Public Advocate or ph: 1300 309337.
Protection from telemarketing
The National Do Not Call Register allows individuals to list their home, personal mobile or fax numbers to reduce telemarketing calls. Once numbers are listed on the register, telemarketers and fax marketers must not contact you.
Visit National Do Not Call Register or register your details by phoning 1300 792 958.
The Telecommunications Industry Ombudsman
This is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services.
Visit Telecommunications Industry Ombudsman or ph: 1800 062 058.
Online security
There are many different types of scams - online, phone, mail and face-to-face. Online scams, such as email 'phishing' scams are on the rise and are designed to trick you into giving away your money, passwords and personal details (such as your tax file number - TFN).
Visit Online Security at the Australian Tax Office.
Aged Care Advocacy Services
The Australian Government funds aged care advocacy services under the National Aged Care Advocacy Program in each state and territory to give independent advice about your rights and to help you exercise your rights.
Visit Aged Care Advocacy or ph: 1800 700 600.
Elder Rights Advocacy
Elder Rights Advocacy promotes and upholds the rights of people receiving Commonwealth funded aged care services which includes residential services (high or low care), assessment by an Aged Care Assessment Team or anyone receiving community package care that is a Community Aged Care Package, Extended Care at Home or Dementia.
See Elder Rights Advocacy or ph: 9602 3066 or 1800 700 600.
Aged Care Complaints Scheme
All complaints about residential aged care services are handled by the Commonwealth Department of Health and Ageing. Call the Aged Care Complaints Scheme on 1800 550 552 or write to GPO Box 9848, Melbourne 3001.
Commonwealth Government Aged Care Commissioner
If you have made a complaint to the Aged Care Complaints Scheme and you are unhappy with the scheme's decision, or the way the scheme has handled your complaint, you can appeal the decision and/or make a complaint to the Office of the Aged Care Commissioner. The Commissioner can also deal with complaints about how the Aged Care Standards and Accreditation Agency Ltd conducts itself with regard to the accreditation of Commonwealth subsidised aged care services.
See Aged Care Commissioner or ph: 1800 500 294.
Legal services
Federation of Community Legal Centres
The Federation supports two types of community legal centres (CLCs) generalist CLCs and specialist CLCs. Generalist CLCs provide general legal services to people in their local geographical area and can be found in metropolitan Melbourne, and in Rural, Regional & Remote Victoria. Specialist CLCs focus on particular groups of people or areas of the law.
Find a Community Legal Centre or ph: 9652 1500.
Seniors Rights Victoria
The Seniors Rights Victoria provides information and referral, legal advice, legal casework and individual advocacy services on elder abuse.
Victorian Aboriginal Legal Service
The Victorian Aboriginal Legal Service Co-operative Limited that provides legal advice and representation for the Koori community.
See Victorian Aboriginal Legal Service or ph: 1800 064 865.
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