Being part of the Regis community means having access to the information, guidance and resources you need to feel supported and informed. This is your place to stay connected with Regis, with clear information to help you and your loved ones navigate every stage of the journey with confidence. From 1 November 2025, a new Aged Care Act and Strengthened Aged Care Quality Standards are in effect.
The rights-based care approach
The new Aged Care Act adopts a rights-based approach, placing older people at the centre of every decision. It advocates for their independence, autonomy and right to make choices. A key principle is ‘supported decision-making’, which presumes every resident and client can make their own decisions. This framework also formally recognises the role of supporters in helping older people understand information and communicate their choices.
At Regis we achieve this by:
- Supporting informed choices and helping people navigate their care options.
- Respecting each person’s wishes and encouraging their independence.
- Providing information in clear and accessible ways.
- Encouraging residents and clients to appoint a Registered Supporter if they want help to understand, communicate or carry out their decisions.
- Working with a legally appointed Substitute Decision-Maker when needed, always keeping the person’s known wishes at the centre of our actions.
At the heart of the rights base framework is the new Statement of Rights.
Statement of Rights
The new Aged Care Act is built around a clear Statement of Rights, which replaces the previous Charter of Aged Care Rights. This is the foundation for the new act and standards, placing your rights at the centre of what we do.
These rights guide our team in their daily activities of providing care and support. You have the right to:
- Live with independence and make your own choices about your life and care.
- Receive fair and equal access to the care and services you need.
- Be provided with high-quality, safe funded aged care services that treat you with dignity and respect.
- Have your privacy and personal information treated with respect and kept confidential.
- Communicate your needs and concerns in a way that is centred on you, without fear of negative consequences.
- Ask for support from advocates or other important people in your life and maintain your connections with the community.
More information about the Statement of Rights can be found here.
Aged Care Code of Conduct
The Code of Conduct for Aged Care is a legal requirement that sets the standard for professional behaviour and respectful care when delivering funded aged care services.
The Code requires Regis and its aged care workers to:
- Act with respect for each person’s rights to freedom of expression, self-determination and decision-making.
- Treat people with dignity and respect, and value their diversity.
- Respect people’s privacy.
- Provide care and services safely and competently, with care and skill.
- Act with integrity, honesty and transparency.
- Promptly take steps to raise and act on concerns about matters that may impact the quality and safety of services.
- Provide services that are free from all forms of violence, discrimination, exploitation, neglect and abuse.
- Take all reasonable steps to prevent and respond to all forms of violence, discrimination, exploitation, neglect and abuse.
More information about the Aged Care Code of Conduct can be found here.
Incident management
Regis is committed to always providing the best care possible, but aged care is a complex environment and sometimes incidents occur despite best efforts. An incident is something that goes wrong which causes, or has the potential to cause, unintentional harm to a resident or client. An incident can include things such as a medication error, fall or pressure injury.
More information on Incident Management Policy can be found here
Complaints and feedback
We encourage individuals, supporters, aged care workers and any other relevant individuals to provide feedback.
Details of how to make a complaint (to us or the Complaints Commissioner) or give us feedback is available here.
More information on our Feedback and Complaints can be found here.
Whistleblower reporting
At Regis, we aim to ensure a safe and transparent environment where you can raise concerns without fear. If you believe we have not met our care obligations or legal requirements under the Aged Care Act, or if you suspect serious misconduct, abuse, neglect or endangerment of a resident or client, we encourage you to report it under our Whistleblower policy. The Aged Care Act 2024 and the Corporations Act 2001 require us to protect Whistleblowers. You will be protected from retaliation and your identity will be kept confidential, except in certain legal situations.
A copy of our Whistleblower Policy can be accessed here:
Whistleblower Protection Policy (PDF)
To report a whistleblower complaint, you can contact our independent whistleblower hotline Stopline:
- Phone: 1300 30 45 50
- Email: regis@stopline.com.au
- Website: regis.stoplinereport.com
- Post: Regis, c/o Stopline, PO Box 403, Diamond Creek, VIC 3089, Australia
Older Persons Advocacy Network (OPAN)
The Older Persons Advocacy Network (OPAN) offers a free advocacy service. They can assist you and your supporters in understanding and exercising your rights and help you have your voice heard on important issues.
- Phone: 1800 700 600
- Website: www.opan.org.au